What are the responsibilities and job description for the Account Support Lead position at NYC Alliance Company LLC?
Customer Service Lead
- Manage the relationship and communication with retailers and internal departments
- Monitor the status of orders, identifying and resolving financial and inventory related issues to ensure timely order processing and delivery
- Work closely with cross-functional teams, including Sales, Planning, Finance, Logistics, and Production, to ensure alignment and drive the achievement of departmental and company goals
- Deliver precise information and support to retailers on products, and general inquiries.
- Proactively enhance processes by identifying recurring issues and recommending improvements.
- Manage order processing, including allocation, order confirmations, cancellations, and revisions.
- Review and monitor inventory ETA to ensure timely delivery to the warehouse, meeting the account’s shipping requirements.
- Process EDI transactions daily, monitoring files to ensure orders are handled promptly and efficiently.
- Review discrepancies between contracts and bulk orders, collaborating with accounts to ensure timely revisions.
- Keep Sales informed of all issues, concerns, and discrepancies while coordinating with accounts and buyers for necessary corrections and revisions.
- Coordinate with accounts and buyers to ensure EDI revisions and corrections are completed.
- Take ownership of and manage daily sales order maintenance tasks.
- Serve as the primary contact for retail partners, handling:
- Cancellations, changes, move-ups, extensions, and purchase order corrections
- UPC-related inquiries
- EDI issues and corrections
- Coordination with Sales and accounts for order confirmations
- Manage the rework approval process, ensure proper documentation is sent to the warehouse, and follow up on completion
- Implement and enforce standard operating procedures (SOPs) to streamline processes and improve efficiency
- Understanding of vendor account guidelines and collaboration with production to manage operational and logistical processes.
- For Customer Service Lead: 5 years in customer service; ideally within the apparel industry
- For Customer Service Associate, Allocations, Shipping: 2 years in customer service; ideally within the apparel industry
- Exceptional communication skills, writing skills, interpersonal skills, and ethical mindset
- Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to it's customers
- Strong prioritization and time management skills with ability to delegate effectively
- Strong computer/systems knowledge including MS Office applications
- Competitive compensation packages
- Medical, Dental, Vision, FSA
- Retirement Savings Plan Match
- Summer Fridays
- Discounts and More!
- Annual Salary $85,000
- The offered salary for this position will vary based on role requirements determined by NYC Alliance, skill set and years of experience.
Salary : $85,000
