Wholesale Customer Service Manager

Elite Associates
40000.00 - 49999.00 GBP Annual
15 Sep 2017
19 Sep 2017
Contract Type
Main responsibilities:
1. Supervisor
*Support the Head of Customer Service on ensuring the team are meeting Weekly, Monthly and Seasonal Deadliness as well as adhering to procedures.
*Assist the Head of Customer Service on weekly, monthly reports.
*Train new and existing members of the Customer Service Team.
2. Customer and Order Management
*Maintenance of Customers' Master data.
*Monitor the Order book in order to meet company targets and objectives as well as customers' expectations.
*Ensure all Forward orders placed by the Sales Team have been transmitted correctly by checking the pricelist, currency and minimum order quantities by delivery date.
*Keep a log of all the signed copies of orders.
*Add and check Customers' purchase orders when necessary.
*Keep a log of all the agreements in place with customers during the Season: Sell through guarantee, markdown agreements, SOR agreements, Salary contributions, Marketing contributions.
3. Deliveries
*Liaise with the Warehouse and directly with the carriers: DHL, to ensure that the correct Packing, Labelling and Delivery Criteria is followed for all Customers.
*Work closely with the warehouse in order to monitor the picking, packing and shipping process for all Customers.
*Organise and monitor all the Bookings for the Customers that require it.
*Compile and Transmit Delivery Up-dates where relevant.
*Deal with all the Customer Discrepancies' on deliveries: Shortages/ Overages.
4. Faulty Goods and Quality Problems
*Deal with all the Faulty Good queries raised by Customers.
*Liaise with the Sales Team in order to identify any manufacturing problems raised by Customers.
5. Stock Orders
*Place all the stock/ markdown orders on behalf of the Sales Team.
*Add and check the Customers' purchase orders when necessary.
*Update and Maintenance of the B2B (intranet reordering system) data.
6. Credit Control Support
*Work closely with the Credit Control department in order to look into all the Debit Notes and Disputes raised by customers.
*Work closely with Credit Control in order to update them with any outstanding credits, delivery issues that could have an impact on payments.
*Support Credit Control alongside the Sales Team with Payment Plan and Prepay customers.
7. General Duties
*Ensure Deadlines are met and General Administration is completed as required by Customer Service Manager.
*Ensure the filing system is organised and up to date, making it easily accessible for reference by other Departments.
*Organise Weekly Meetings with the Sales Team in order to go through the delivery and financial situation of the Customers.
*Ensure meetings are organised with Customers when necessary.
*Liaise with the Order fulfilment teams, Credit Control and Warehouse on a daily basis in order to service the customer in the best possible way.