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Wholesale Customer Service Supervisor
in Canton, MA at DXL GROUP

Date Posted: 12/5/2018

Job Snapshot

Job Description

DXL has an exciting opportunity to be part of their rapidly growing wholesale business channel. As the Wholesale Customer Service Supervisor you will help DXL develop and refine critical processes and procedures related to the wholesale business, build a customer service team, act as the key point of contact for all existing and future wholesale customers and work cross functionally with internal DXL stakeholders.

What You Will Bring To The Team:

  • You have a sense of ownership and are motivated by success.
  • You are willing and able to "roll-up your sleeves" to help build something new from the ground up.
  • You have been successful in hiring, managing and mentoring team members
  • You have the ability to communicate and collaborate with all-levels of the organization, from analysts to C-level executives.
  • You have strong conflict resolution skills

Key Responsibilities

  • Establish strong relationships with and provide courteous and professional service to Customer Buyers, Sales Representatives and all other Customer contacts at all times. 
  • Responsible for reviewing and verifying all customer account information and establishing new customers as determined by the approval process.
  • Accurately and promptly enter customer orders for all accounts. 
  • Communicate with customers to resolve any order discrepancies.
  • Communicate order requirements to Global Sourcing and/or Compliance upon receipt of orders and to Logistics in advance of order ship date to adequately plan to meet order requirements. 
  • Obtain and interpret current Routing Guides for assigned customers and adhere to specific vendor compliance requirements. Ensure that Sales, Product Development, Global Sourcing, Compliance, and Logistics have the pertinent sections and update departments as necessary to ensure compliance and smooth order processing.
  • Retrieve and submit all EDI documents to Partners via Redtail, SPS, or web-EDI as assigned by the Customer. Documents types to include purchase orders (850), advance ship notices (856), invoices (810), remittance advices (820), functional acknowledgements (855), and order changes (860).
  • Collaborate with Finance and Compliance departments to assist in the chargeback research, return requests and other deductions as they occur.
  • Process customer returns as approved by management.
  • Maintain Customer Files in hard and electronic copy which includes orders, routing, special pricing, instructions, and procedures.
  • Work with merchandising / product line development team to manage projection orders.
  • Communicate issues with products, inventory, orders, or shipments to supervisor for appropriate resolution.
  • Provide back-up support for other members of the department as needed.
  • Generate necessary customer sales reports.

Supervisory Responsibilities:

  • Act as key point of contact for all existing and future wholesale customers and work cross functionally with internal DXL stakeholders from Sales, Product Development, Global Sourcing, Compliance, Marketing, Finance to Logistics.
  • Coordinate interdepartmental problem solving that could include guidance in chargeback avoidance or dispute procedures, co-drafting of correspondence and process flow issues in the Sales to Shipment spectrum.
  • Provide guidance, training for employees at any point in the Order to Shipment work flow that improves efficiency and responsiveness.
  • Display leadership qualities in day to day interactions that foster collaboration and alignment of teams, unity of employees, and inclusive, effective problem solving strategies.

Additional Position Requirements/Qualifications:

  • Experience in leading Customer Service teams 
  • Excellent attention-to-detail, organizational and follow-up skills
  • Ability to handle multiple tasks and work positively under pressure
  • Excellent verbal and written communication skills
  • Must be a team player and be able to work with diverse personalities
  • EDI and logistics experience required
  • Experience working with multiple systems a plus
  • BSBA and 5+ years Customer Service Experience

Key Relationships:

  • Sales 
  • Product Development/Merchandising
  • Global Sourcing
  • Compliance
  • Logistics 
  • Finance 
  • IT
  • All Customer Contacts