The role has various layers and tasks, but below highlight’s the key responsibilities but is not limited to change on a frequent basis in order to support team to achieve overall company targets and goals.
Key areas of responsibility:
Integral part of the team with a main responsibility to ensure that the order process from various customers (wholesale or consumer) is seamless and as efficient as possible.
• Customer Service – Wholesale
o Order processing and follow up.
? Ensure the timely order entry and Liaise with logistics to ensure timely deliveries.
? Ensure order data accuracy, identify missing information and obtain if necessary, and ensure pipeline of communication internally and externally to sales or accounts if needed.
? Create, Maintain or update sales information and customer records.
? Identify any issues or potential issues affecting customer delivery or order fulfillment.
? Liaise with credit dept and ensure compliance.
o Liaise with team and all departments to ensure customer compliance if required.
o Identify and Champion new initiatives in order to constantly improve and streamline processes.
o Effective problem solving customer/order issues by taking solution-based thinking and work with rest of team.
o Engage rest of team, if needed, to minimize backlog and to ensure we maintain best level service.
• Customer service - Ecom
Currently offering and executing exceptional service to customers and want to ensure the continue excellence.
o Maintain up to date offering on the ecom site along with all pertinent information to be accurate and up to date.
o Work proactively in collaboration with Marketing on key solutions to improve sales and processes for ecom.
o Manage order process from a to Z and liaise with all parties to maintain top customer service level.
o Liaise with customers and continue prompt response to questions and comments from consumers.
o Continue to be a voice of improvement for site and ecom business internally.
o Ensure credit or accounting tasks for process.
• Miscellaneous Support Functions.
o Work collaboratively with product team to support approval process when / if needed.
? When needed and time permitting, assist in the approval or licensor sample process.
o General tasks or initiatives that may arise and require support from team members.