Free People Customer Service Ops Coordinator

Free People is looking for a Wholesale Operation Coordinator to be a Free People Ambassador by providing exceptional customer service skills such as meeting deadlines, assisting with customer requests, and using flexible/creative approaches to improve business. Each member of the Wholesale Operations Team is responsible for maintaining a subset of accounts on a day-to-day basis. This is a full-time position.

Customer Care

• Own Return Authorizations and Credits for the Sale’s Team. Assist with budget management for returns and credits each month by completing daily tasks, providing weekly and end of month reporting to ensure targets are met.
• Partner with Account Executives to ensure specific customer requests are completed timely and accurately. Be able to provide information to Account Executives to ensure correct decisions are being made regarding order entry and maintenance. Provide possible outcomes to Account Executives to ensure the best course of action is chosen.
• Be a customer advocate by suggesting process improvements and problem-solving atypical situations.
• Report shipping issues directly to the fulfillment center to ensure they are rectified for the incident and corrected going forward.

Order Management

• Enter orders timely and accurately to ensure orders are sent to the fulfillment center in time to meet the customer’s request.
• Complete Order Maintenance on open orders for existing and new accounts.
• Lead cross-functional team communication with the Credit, Customer Service, Transportation and Fulfillment Center in preparation for allocations.
• Manage flow of orders via allocations to Free People’s fulfillment centers in the US and UK. Ensure customer needs are balanced with maximizing sales.
• Assit with new account set ups and ensure all new accounts are set up accurately in our ERP and B2B systems.

General

• Support team members in other areas of responsibility during heavy workflow periods such as end of month and order entry post wholesale shows.

• Other duties as assigned

• Demonstrated excellence in retail customer service and advocacy
• Strong communicator: proactive, effective, and positive

• Excellent team leadership, as measured by positive feedback from internal partners and customers
• Professional and respectful with all internal teams and external customers
• Associate's or Bachelor's Degree in Fashion, Business, or a related field a plus but not required.

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URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.