Italy Job Openings
Beyond Yoga
CS Specialist Strategic South
FULL TIME
August 23, 2024
JOB DESCRIPTION
You're an original. So are we.
We're a company of people who like to forge our own path. We invented the blue jean in 1873, and we reinvented khaki pants in 1986. We pioneered labor and environmental guidelines in manufacturing. And we work to build sustainability into everything we do. Our brands stand for freedom and self-expression around the world.
Where we lead, others follow. For more than 160 years, we've used the strength of our brands to lead with our values and make an outsized impact on the world. We employ more than 15,000 people globally to support our great brands: Levi's®, Dockers®, Denizen®, Signature by Levi Strauss & Co.™ and Beyond Yoga.
About the Job
- Single point of contact for Strategic Account contacts for consolidated view/reporting on order status/delivery
- Take care of all customer enquiries through to resolution such as order handling, shipping notification, missing items, product questions, faulty goods, returns and discounts.
- Ensures customer receives all the relevant information relating to open orders & deliveries
- Effectively review and analyze the order file, highlighting risks and opportunities, highlight impacts directly into weekly forecast submission
- Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure seasonal VAS data is procured from customer and uploaded to respective systems
- Work closely with Distribution/logistics teams to ensure timely shipment of orders and support of issue resolution
- Partner with Sales and Merch Planning and Distribution to resolve supply and delivery challenge and opportunity
- On time delivery for LSE product launches or tests to be aligned with marketing strategy and timelines
- Governance of order book pricing aligned to agreed trade terms
- Ensure all customer special requirements (VAS leveling, bagging, booking in etc.) are followed in accordance with Customer Supplier compliance agreements. Ensure VAS data from customer is uploaded to respective systems
- Testing of new system functionalities and maintenance of all training materials as relevant
- Ensure that customer data is maintained, is up to date always with high accuracy
- In the case of cancellation and/or returns requests, negotiate solutions to minimize dilution and/or organize appropriate approvals and completion of requests in line with Levis® policies.
- Investigate and solve for customer claims and disputes related to order management root cause (missing discount, short deliveries etc etc…)
- Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time delivery, demand fill rates and operational excellence
- Building an interface and proactive communications between internal and external stakeholders of the business as buying departments, Sales, Merch Planning, Finance, Distribution and Vendor party providers.
- Ensure agreed OM and AR activities are carried-out on time and within agreed service levels by the external provider as agreed
- Drive relevant EDI connections and troubleshoot EDI failures to facilitate timely order management, delivery process automation and to facilitate timely collections and cash post to accounts
- Ensure Top and Strategic Account Business Plans are operationalized into Order Management and Account Receivables priorities
- Produce quality analysis and action plans to minimize the AR positions and Credit blocked orders volume and escalate significant A/R related issues to O2CX and Finance Management on time
- Ensure collection activities are carried-out on time and within agreed service levels and aligned to agreed financial targets
- Ensure the service provider has accurately completed all cash applications in accordance to the SLA’s
- Conduct account reviews for A/R balances to provide commercial teams with information about debt position, payment history and creditworthiness ahead of customer appointments and attend if appropriate
- Get past due invoices paid and identify why invoices have become delinquent so action can be taken where necessary to resolve and avoid recurrence.
- Monitor accounts for invoices coming due to ensure that payments will be received. Proactively review customer account / statement / websites for clear account subledger.
- Manage assigned accounts to ensure that the past due balances do not exceed the established past due percentages and that agreed targets are met. Maintain regular communication with customers.
- Actively support the bad debt and legal procedures for the Cluster Channel. Review the Bad Debt proposal in liaison with the Credit Controller and provide qualitative input to the accruals, the major balances and changes vs. prior quarter
- Support Cash Applications through research and resolve of missing/unclear payment remittance advice
- Analyze and solve billing issues related to AR root cause
- Coordination with customers and internal stakeholders for all related Dispute and Chargeback resolution
- Attend Customer Meetings to support ongoing improvements and review ways of working to increase accuracy and on time payments, reduce Days Sales Outstanding (DSO), improved remittance handling and reduction of aged debt.
- Work with Finance Team and to ensure all customer Terms and Condition and Agreements are aligned between the customer, the sales accounting team, CS and Shared Service Centre.
- Conduct Account reviews for AR balances to provide Sales Account Managers/Directors with information about order and debt positions ahead of Customer appointments and attend if appropriate.
- Support LS& Co and customer accounting for the Audit requests.
About You
Must Have
- 3yrs+ experience of business to business or .com accounts customer service
- Technical experience with SAP or similar ERP system
- Fluent English - both Written and Verbal
- Excel – Intermediate to Advanced level (including VLOOKUP, Pivot Tables, IF statements)
- High level Analytical Skills. Ability to accurately formulate and manipulate data, interpret and draw conclusion and summarize findings. Ability to track performance effectively through multiple data sources consolidated reporting
Critical Customer Support Skills
- Positive attitude: The ability to envision and expect favorable results. The willingness to try doing new things.
- Communication: The facilitating share of information between all key stakeholders for mutual commercial benefit.
- Teamwork: The ability to work cohesively towards common goals, creating a positive working environment and supporting each other to combine strengths and enhance overall team performance.
- Self-management: The skill to work autonomously, problem solving, resisting stress, communicating clearly and managing time and priorities with minimal direction/referral.
- Willingness/aptitude to learn. The readiness or quickness in learning new skills
- Thinking skills (problem solving and decision making). The ability to process information, make connections, make decisions, and create new ideas
- Education
- Bachelor’s degree (or equivalent work experience
- 1-2 years in a corporate environment required; apparel industry preferred. Order Management/Cash Collection experience preferred.
- 2-5 years’ experience with SAP or similar ERP order management system preferred.
Decision Making and Problem solving:
- Ability to work independently to resolve problems by partnering with suppliers and key stakeholders to make accurate decisions on execution.
- Ability to handle multiple tasks and projects simultaneously and conflicting deadlines
- Excellent organizational/prioritization skills; attention to detail
- Excellent written and verbal communication skills
- Strong listening and interpersonal skills with focus on collaborative teamwork and negotiation
- Proven ability to work with diverse teams
- Fluent English - both Written and Verbal
- Secondary languages – German, Dutch, French
- Good understanding of logistical processes across markets
- Experience of Automatic system interface (EDI)
- Financial and Credit Management or Accounts Receivable
- Experience with supplier portal applications (Vendor Central)
- 1-2 years in a corporate environment required; apparel industry preferred. Order Management experience preferred.
LOCATION
Milan, Italy
FULL TIME/PART TIME
Full time
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