Customer Specialist

Oversee Wholesale Partner operations / Customer Service for the Brand(s) / Market(s) supported, as it relates to the execution of seasonal GTM strategies, acting as the end-to-end Customer Service operational partner and key contact point for Supply Chain and Brand stakeholders.

Key Result Areas

• Act as the key point of contact between Wholesale Partners, Brand Commercial Teams and Supply Chain teams to solve / prevent possible issues, address customer needs and drive customer-focused practices.
• Liaise with Wholesaler Customers of Icebreaker / Smartwool NZ / AU, Commercial functions and Order Support team to ensure replenishments, MO sales, returns and cancellations are executed in compliance and in line with financial forecasts.
• Timely handling and response to inquiries from internal partners and external WS customers to ensure Case management SLA including response lead time and case completion rate.
• Monitor the orderbook through appropriate analytic tools and drive the conversion of unshipped orders, with a view to meet both financial and supply chain targets, whilst understanding customer requirements and inventory position. Identify, mitigate and communicate risks in converting the demand.
• Guide and support a portfolio of Wholesale Partners in planning their monthly intake in line with order and supply phasing, marketing campaigns, customers sell-through data, customer inventory position and sales trends, demonstrating business acumen, product knowledge and understanding of customer needs.
• Manage overdue demand in line with set KPIs, stimulate discussion and action planning to re‑direct or clear excess inventory, in partnership with Commercial and Supply Chain stakeholders.
• Track order fulfilment status, identify possible impact to seasonal launches and marketing stories and proactively work with the relevant stakeholders to communicate and mitigate risks.
• Provide the Brands with regular reports and Escalate risks / challenges effectively to the line manager.

Competency Requirements

Seniority level

Associate

Employment type

Full‑time

Job function

Customer Service and Administrative

Industries

Retail Apparel and Fashion

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