Customer Service Coordinator

Position : Customer Service Coordinator

Department : Sales

Reports to : Customer Service Director

Location : New York

Classification : Full-time, Exempt

The goal of Isaia in the U.S. is to establish itself as a leading brand in the mens luxury clothing industry. Achieving this ambition relies on the organizations dedication to executing a seamless omni-channel strategy. This approach ensures that consumers can engage with the brand and its products through their preferred channels, creating a personalized experience that meets their expectations at every touchpoint

Position Overview :

The Customer Service Coordinator plays a vital role in supporting both the Customer Service and Sales teams by managing key operational tasks, ensuring exceptional service for wholesale partners, and maintaining Isaias high standards. Reporting directly to the Director of Customer Service, this role is detail-driven and requires strong analytical and communication skills. The Customer Service Coordinator serves as a critical liaison between departments, wholesale partners, and clients to drive efficiency and client satisfaction.

Core Responsibilities

1. Basic Stock Program (BSP)

Manage and fulfill all Basic Stock Program (BSP) orders for retail stores and wholesale accounts.

Communicate inventory positions, fallout, and shipping details to customers in a timely manner.

Collaborate with the Planning Department on weekly BSP reporting to update Sales Executives on order trends and drive replenishment efforts.

Ensure inventory management aligns with business needs by coordinating closely with the Planning Department.

Prepare and submit monthly inventory reports to the Finance Department.

Work with off-price accounts to help liquidate BSP phase-out items and aged inventory.

Oversee BSP price ticket inventory and coordinate new price ticket orders as needed.

2. Made-to-Measure (MTM)

Process and manage all MTM orders received from wholesale partners, ensuring timely responses to questions, comments, and order placements.

Partner with Isaias Spa (Italian production facility) to ensure all MTM orders are completed and timely production statuses are communicated to customers and sales teams.

Collaborate with Italian counterparts to resolve issues related to returns and remakes.

Track MTM asset requests with the Sales Director and provide delivery updates to accounts.

Work with the Sales team and wholesale clients to achieve seasonal budgets.

Provide weekly MTM confirmation reports, including a breakdown of past, current, pending, and canceled orders by store.

Distribute weekly fabric availability updates to wholesale customers, sales teams, and retail partners.

Assist with MTM trunk shows as needed.

3. Market Support

Collaborate with the Sales and Planning Departments to prepare for market for assigned accounts.

Support seasonal order entry, addressing and resolving discrepancies with sales teams, customers, and HQ.

Participate in showroom activities during market, assisting with accurate note-taking and ensuring order accuracy.

Ensure the showroom is always presentable and aligned with Isaias brand standards.

Submit seasonal order confirmations, coordinate swatch sample mailings, and provide UPCs and copy sheets for EDI customers.

Double-check seasonal purchase orders (POs) and communicate discrepancies to customers before applying POs to the system.

Build and maintain strong relationships with buying assistants at wholesale accounts, maintaining a positive and professional demeanor.

Assist with fabric substitutions after market by updating current season availability on the swatch collection.

Participate in product seminars and collection presentations to support the sales team.

4. Warehouse Management

Conduct bi-weekly inventory spot checks at the warehouse to ensure accuracy and address any issues.

Assist in end-of-year (EOY) inventory counts, reporting discrepancies to HQ and Finance for adjustments.

Oversee the returns warehouse, managing OP orders, outlet orders, and press pulls.

Manage the RTV / RA process for wholesale customers, including approvals, RA issuance, return tracking, credit memo issuance, and maintaining the RA log.

Support the coordination and execution of bi-annual sample sales.

Qualifications & Skills

Experience : 2 years in customer service, sales support, or operational roles, preferably in fashion or wholesale.

Technical Skills : Proficiency in Microsoft Office Suite and order management systems; familiarity with ERP and EDI systems is a plus.

Detail Orientation : Strong organizational skills and attention to detail, with the ability to manage multiple priorities effectively.

Analytical Skills : Ability to analyze trends and inventory data to make informed decisions and recommendations.

Communication : Excellent verbal and written communication skills, with a professional and collaborative attitude.

Flexibility : Ability to adapt to a fast-paced environment and manage competing priorities with a proactive mindset.

Teamwork : A collaborative approach to working across departments and maintaining strong relationships with clients and internal stakeholders.

Why Join Isaia?

At Isaia, we combine timeless craftsmanship with innovative design, creating a luxury brand that is globally recognized for its excellence. By joining our team, you will play an integral role in maintaining the brands high standards, gain invaluable experience, and contribute to the success of a world-class company.

Isaia is committed to building an inclusive environment that values diverse perspectives and encourages professional growth. We are an equal opportunity employer