Customer Service and Order Management Specialist

Description

BUSINESS

Lyssé features a patented waistband that anchors a stylish collection of leggings, pants, tops, and jackets, blending both essential and fashion-forward designs. We use only the highest-performing fabrics and cutting-edge designs, ensuring a perfect fit that is not only comfortable but also enhances your natural curves while minimizing distractions.

Headquartered in New York City, the company operates a distribution facility in Indianapolis, Indiana. Our wholesale clients include major department stores like Nordstrom, Bloomingdale’s, Lord & Taylor, and Dillard’s, along with specialty retailers such as Amazon, and over 1,200 independent boutiques. Lyssé also boasts a rapidly expanding Direct to Consumer (DTC) business through its website (www.Lyssé.com). With substantial growth potential, the company is prioritizing significant investments in the DTC channel.

POSITION SUMMARY

Lyssé New York is looking for an energetic, passionate, and experienced Customer Service and Order Management Specialist to join our Indianapolis team. In this key role, you will deliver outstanding customer service, handle data entry and reporting, assist with inventory management, and collaborate across all departments to ensure seamless operations and optimize processes for improved efficiency.

RESPONSIBILITIES:

Inventory Assistance:

• Collaborate with the Inventory Manager to develop and manage collections and SKUs.
• Implement and promote strategies to reduce excess inventory through retail, one-off sales, and off-price channels.
• Prepare and deliver daily, weekly, and monthly reports and analysis as needed.
• Review OTS (Order to Ship) and maintain regular communication across departments to update inventory levels.
• Work closely with department managers to address allocation needs.
• Forecast end-of-season inventory levels by item and plan for carryover items.
• Support the execution of plans and allocations across various sales channels.
• Assist with additional projects as assigned.

Order and Data Entry Management:

• Process key customer sales orders following markets and events, while managing the full PO process via phone, email, fax, scan, and online submissions.
• Set up new customer accounts.
• Oversee shipping and customer confirmations, ensuring timely communication with customers and internal teams regarding order changes.
• Act as a liaison with the fulfillment center to track and manage shipments.
• Assist the Accounts Payable team in processing invoice payments as needed.
• Investigate pricing discrepancies and issue credits as needed.
• Manage customer account notes in Salesforce.
• Generate domestic and international shipping documents when necessary.

Customer Service:

• Collaborate with the Sales Team, Inventory Manager, Operations, Finance, and President to ensure seamless communication and coordination.
• Assist in handling customer communications, escalations, and response times.
• Oversee the refund process for exception transactions across departments.
• Manage delayed or undeliverable customer shipments.
• Assist with maintaining policies and procedures for the Sales Team.
• Communicate order cancellations and swaps to customers based on production status.
• Support credit card and payment security processes for customers, in collaboration with the finance team.
• Address customer inquiries related to their orders.
• Collaborate cross-functionally to stay updated on order delivery statuses.
• Upsell products while ensuring a positive customer experience.
• Multitask and adapt to priorities to meet evolving customer needs.

Requirements

• Associate's Degree required; Bachelor's Degree preferred.
• At least 5 years of experience in a customer service role.
• Strong verbal and written communication skills.
• Ability to prioritize, manage escalated issues, and see them through to resolution.
• Experience working with Salesforce for managing customer interactions and data
• Positive attitude and a strong ability to work collaboratively in a team.
• Passion for delivering excellent customer service.
• Strong quantitative approach to discussions and problem-solving.
• Advanced analytical skills to interpret data and generate meaningful insights.
• Proficient in MS Office and other PC applications.
• Ability to access, build, and manipulate reports and queries within databases.
• Adaptability to change and confidence working in both established and evolving environments.
• Capable of working under pressure and meeting tight deadlines.

Preferred Qualifications:

• Experience with fashion sales cycles and department store buying practices.
• Familiarity with ERP/merchandise management systems for data input and retrieval.
• Advanced Excel skills, including proficiency with formulas such as VLOOKUPs, IF statements, pivot tables, and macros.