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KERING Customer Service Manager

Kering - Regular
New Jersey - United States of America

Kering Group Operations & Technologies is the Kering Group division that provides the smartest solutions for our cross-brands services. In particular, the Integrated Logistics Business Unit services lie at the heart of our customers’ satisfaction, providing worldwide coordination of our products’ distribution, together with a flawless after sales service. As part of the global luxury group Kering, we are committed to ‘empowering imagination’ in a sustainable manner and encouraging our employees to flourish. Join our passionate journey and fulfil your potential and creativity.

Your opportunity


You will form an integral part of the Customer Service Department within the Integrated Logistics Business Unit, providing exclusive service to Balenciaga Retail stores and Wholesale clients. You will achieve the highest level of customer satisfaction through relationship management in cooperation between our company and Balenciaga teams.  This position is based 3 days a week in NJ at Kering’s office and a minimum of 2 days a week in NY at Balenciaga’s office.

How you will contribute

  • Act as primary liaison between inventory control, wholesale, retail and finance teams
  • Manage the product flow across both wholesale and retail
    • Responsible for being proactive in managing moving stock
    • Ensure quick turnaround time
    • Provide necessary and timely feedback to all channels
    • Proactive approach in managing, tracking and reporting product on ASN from LGI
  • Manage the communication of monthly and seasonal price changes
  • Oversee information and data management
    • Data management of both US and LGI wholesale systems to report on status of open orders
    • Ensure visibility of product available to be called in from LGI.
    • Proactive management of open RA’s to ensure validity and closing of old RA’s
  • Manage shipping, tracking, and communication process
    • Centralize and coordinate information along the entire order process and inform, on a daily basis, Balenciaga US team about shipping status
    • Manage NRF catalogs and alert Balenciaga of UPC codes
    • Ensure that all UPC codes are correct in the system prior to asking for EDI transmissions
    • Check EDI transmission vs. booked orders
    • Establish and update shipping reports according to templates defined by Balenciaga US teams
    • Ensure deliveries on time
  • Oversee order release and warehouse activity
    • Manage order release according to delivery windows and Balenciaga US and central Supply Chain instructions
    • Monitor warehouse activity in order to match customers expectations in terms of quality, and lead-times
  • Customer Service, Quality, and Communication
    • Interact with Wholesale customers to obtain all necessary details to manage order process
    • Provide Wholesale customer service support answering inquiries/issuing communications as required
    • Communicate and coordinate with internal departments to meet customer expectations
    • Adhere to precision, quality and timing standards to ensure the best quality service
  • Supply regular reporting needs
    • Coordination of information throughout each phase of the product life:  Supply Chain, LGI and NJ
    • For example, manage and provide regular reporting and consolidation for wholesale (by client, category, and season)
      • Season stages
        • Called in from LGI
        • Shipped LGI not yet in NJ
        • In NJ waiting inspection
        • Points of staging in NJ (allocation, picked & packed)
      • Regional cancellation summary by season, client and category
      • Manage communication between LGI and Balenciaga US Wholesale team.
  • Contribute to the development and execution of planned activities
  • Facilitate the collection of information in order to monitor business trends and opportunities
  • Troubleshoot and problem solve challenges swiftly and effectively
  • Provide Balenciaga will relevant data in order to allow the brand to make decisions and ensure execution of that decision.
  • Manage Balenciaga dedicated Customer Service staff

Who you are

  • A university graduate
  • A customer service manager with at least 7 years’ experience in customer service or in a department liaising with customers (preferably within the fashion/luxury industry)
  • Committed to superior customer service, with the ability to build productive relationships internally and externally
  • Experience in management
  • Good knowledge of US department stores processes including EDI
  • An expert in Microsoft Excel and Microsoft Word
  • An excellent communicator able to work well with individuals from all levels of an organisation across Kering and Balenciaga organizations
  • A collaborative problem solver who can prioritize
  • A proactive detail-oriented person who is able to regularly meet tough deadlines and handle a high volume of tasks
  • Good knowledge of either French or Italian would be an advantage

Why work with us?

This is an excellent opportunity to join the Kering adventure in a moment of extraordinary growth, and become part of a dynamic team in a global Luxury group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background. 

  • Full time
  • North America
  • United States of America
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