Customer Service Manager f/m
ba&sh is one of the most influential French contemporary brands.
Named after the initials of its two founders, childhood friends Barbara Boccara and Sharon Krief, ba&sh has designed and manufactured a full range of women’s apparel since 2003. Its style remains distinctly Parisian and Feminine uniting an expression of freedom with an effortless and joyful elegance.
In 2015, L Catterton private equity firm acquired a 50% stake in the Parisian brand to sustain its development and international expansion, with the support of LVMH expertise and wide network.
Today, ba&sh has over 400 points of sales around the world, with a leadership presence in Europe and a fast-growing development in North America and Asia.
ba&sh is looking for talented new recruits to join the team and embark in the journey of expanding the brand in the US. Are you ready for a new challenge?
The Customer Service Manager is responsible for providing exceptional service, support, and order management for both Wholesale and Ecom clients. This individual will also help ba&sh continues its expansion in the North America market with its communication skills and analysis.
This role is key to develop the business and client base by cultivating a strong client relationship with trust and interactive communication.
Manage the Wholesale and Ecommerce Operations Process:
•Manage invoicing, shipping, and payment.
•Manage EDI process and help facilitate the routing process in partnership with the internal logistics teams.
•Work with customers’ and our internal logistics team to ensure that fulfillment warehouses have the proper routing guides, packaging and labeling specifications.
•Ensure we ship on time and troubleshoot any issues proactively.
•Create Return Authorizations, per approval, for our wholesale clients and ensure all guidelines and policies are followed.
•Manage the North America wholesale product returns and Ecommerce customer returns process ensuring expected timeliness, service, cost, visibility and accuracy.
•Work closely with the retail planner to dispatch returns to the right stores.
•Verify any shipment discrepancies claim and adjust them if specified.
•Provide excellent customer service to our Wholesale clients and Ecom customers by email and phone.
•Ensure timely delivery by following each shipment. Following up on all cases of customs issue to ensure that the customers receive their orders on time.
•Ensure an exceptional and personalized Client Experience by telephone and email. This includes keeping our wholesale client updated about their shipment status, for example informing them when orders are ready to ship, sharing with them the tracking number, etc…
•Handle client inquiries, complaints and service for our wholesale client as well as our website and manage after sales requests
•Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
•Share client feedback with the appropriate departments to improve processes, services, quality, etc.
•Monitor all chargebacks from our major partners. Keep accurate records and waivers and constantly challenge them.
•Design and implement Standard Operating Procedures (SOPs); Examples include: creating a vendor compliance process where chargebacks are tracked and analyzed, file claims and follow up with the department stores.
•Work with the different departments to identify area of improvement to avoid future chargebacks.
•Ship each order in the most cost-efficient manner, assuming all variables.
•Work closely with Wholesale to collaboratively establish Key Performance Indicators (KPIs) and ensure KPI targets are achieved daily, weekly and or monthly.
- Bachelor’s degree
- 2+ years of direct Customer Service experience, preferably in the fashion industry.
- Order management experience, including detailed understanding of the order, fulfillment, and invoice process.
- Experience working with an ERP and WMS
- Excellent verbal and written communication skills
- Ability to communicate effectively with vendors, stores, departments and team members
- Ability to adjust to competing and shifting priorities.
- Highly organized and able to multi-task
- Proficient in MS Office programs, with excellent skills in Microsoft Excel
- Strong analytical and problem-solving skills.
- Able to work with international team
- Demonstrates a strong work ethic, motivated to learn
- Ability to work independently, with minimal supervision
- French speaking is a plus