Logistics & Customer Service Manager, Americas

Logistics & Customer Service Manager

Working at Stella McCartney is a truly rewarding experience. As a luxury fashion company with a strong ethical standpoint we are leaders and innovators in our industry.

About the Team:

As part of the regional headquarters support function, the Logistics & Customer Service Manager works with Wholesale and finance team in delivering operational excellence through supporting our business activities across the Americas. This is a fixed term contract role only, through an estimated end date of May 2027.

Overview:

Supporting the commercial functions of our operations for the Americas, and based in our New York headquarters, the Customer Service Manager reports regionally into the Supply Chain, Logistic & Business Unit Shoes Director.

Within this role, focusing on business to business to customer service, logistics operation you will oversee the operational support of the wholesale team activities by following the flow of information from order entry to invoicing.

Understanding our wholesale operations, you will support in delivering sales priorities, invoicing, inter-company transfers, return authorizations, as well as meeting financial forecasts. You will be expected to provide exceptional service to our wholesale partners, ensuring consistency and efficiencies in finding resolutions to maximize sales opportunities and ensure our partners receive adequate support to maximize their business.

You will be the liaison and manage communication between the wholesale team, our wholesale partner buying teams, our internal claims office (aftersales), finance, inventory control, and accounts receivable as well as our Retail and Outlet stores and liaison with logistics & Supply chain members in HQ.

Your Mission:

Ensuring Order Management

• Ensure orders are processed in a timely manner and follow progress of deliveries to ensure delivery windows are adhered to
• Verify the accuracy of purchase orders, provided by sales and accounts, via EDI or hard copies, against original transmissions (as unique point of contact with Wholesale customers, this role is Highly Critical)
• Manage the warehouse deliveries and priorities, controlling costs and performance
• Responsible for final confirmation of wholesale costs and suggested retail prices
• Verify colour definitions and UPC uploads to GXS and Intertrade catalogues

Wholesale Partners

• Communicate with wholesale partner buying teams to support seasonal buys, pricing, delivery and resolution of discrepancies
• Analyses compliance charge backs
• Manages return authorizations and coordinates internally
• Follows up on wholesale partner requests
• Handles the Orders of Uniforms and re-orders (Wholesale and Retail)
• Facilities inter-company transfers
• Manages any after care requests from wholesale partners through internal channels

Your Talent:

You would have prior experience within a B-to-B Customer Service environment and have experience of supporting a wholesale department with order entry, management and after care as well as managed a 3D party DC with all the daily tasks and urgencies. Detail oriented is the key for this role.

Systems and Essentials:

For this position, we would be looking for you to be able to demonstrate the following;

• Strong computer skills with experience of order entry systems
• Highly organized and able to work with multiple priorities
• Experience of delivering exceptional customer service in a B-to-B environment
• Prior working experience of supporting a wholesale business
• Highly detail orientated with a strong ability to multitask
• Bachelor's degree
• Excellent communication skills, both written and verbal
• Able to work independent and thrive in a fast-paced environment
• Strong analytical and problem-solving skills
• Ability to remain highly professional

Pay Band: $95-$100k annually (based on experience)

Reward

Our philosophy is to go beyond monetary return and consider ourselves responsible for your wellbeing, your family, your health, your time and the community.

• Employee discount
• Exclusive staff sales and sample sales
• Flexible working/core hours
• Maternity/paternity enhanced
• Fitness membership (Classpass) and onsite yoga
• Volunteer and Birthday leave
• Employee referral bonus
• Financial Wellbeing Support Services

We welcome people with disabilities and endeavour to make reasonable adjustments, if you do require such adjustments please let us know within 48 hours of your interview.

At Stella McCartney, we like to be bold. For us this means challenging ourselves and the wider industry in which we operate. As part of our commitments to inclusive fashion, we have an ambitious strategy to put diversity, equity and inclusion at the centre of everything we do. Our starting point is to create a workplace where different voices are respected, heard and empowered in equal measure regardless of factors such as culture and backgrounds, and to influence and disrupt fashion and other industries by providing opportunities for global diverse talent to shine.