Analyst, Customer Service

About rag and boneFrom our origins in New York in 2002, rag and bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.

We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag and bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process, and collaboration for a more equitable future.

Job SummaryBased in our London corporate office, the Wholesale Customer Service Analyst oversees the global operational support to the Wholesale business of rag and bone. The candidate will ensure flow of information starting with order entry to invoicing. The Customer Service Team oversees priorities, order management, invoicing, return authorizations, as well as, meeting financial forecasts. This individual will serve as a liaison amongst communications with Logistics, Sales, external Buying offices, Finance and Third-Party Logistics Distribution Center directly reporting to the Director of Customer Service, Wholesale.

Responsibilities

Monitor and compile all necessary information outlining the lifespan of an order from initial order upload to invoicing for rag and bone Wholesale Sales teams and Retail partners

Partner with the Wholesale Sales teams to optimize the flow of the Wholesale business strategy by region

Liaise between Wholesale Sales teams and Logistics to monitor supply dates identifying any delays or risk in order fulfillment

Compile and communicate all necessary information needed to upload EDI orders with Wholesale Retail partners, regarding seasonal buys, pricing, delivery, and resolution of discrepancies

Maintain strong partnerships with major and specialty retailers globally

Validate EDI transmissions vs. booked orders

Analyze potential shortfall and shift in fulfillment from our various 3PLs

Update shipping reports according to templates defined by Sales team

Ensure deliveries are met within the designated shipping window provided by Sales team

Manage order release according to delivery windows, thresholds, and prioritization levels

Support Third Party Logistics Distribution Centers and monitor service level agreements for Wholesale shipments

Manage Wholesale Return Authorizations

Maintain Wholesale customer master in conjunction with Accounts Receivable and Vendor Guidelines

Communicate and coordinate with internal departments to meet customer expectations

Partner with Accounts Receivable to manage, mitigate, and investigate chargeback claims

Adhere to precision, quality, and timing standards to ensure the best-in-class service

Detail oriented with strong ability to multitask

Excellent communication skills, written and verbal

Thrive in a fast-paced environment

Strong analytical and problem-solving skills

Knowledge in Microsoft D365 and NuOrder a plus

EDI Order Management

High level of professionalism

Requirements

Bachelor’s degree preferred

Strong computer skills

Detail oriented with strong ability to multitask

Excellent communication skills, written and verbal

Thrive in a fast-paced environment

Strong analytical and problem-solving skills

Intermediate Excel skills

Knowledge in Microsoft D365 and NuOrder a plus

EDI Order Management

High level of professionalism

Rules we live by

Be a Good Human

- Be original, be authentic. Stand for diversity, equitability and inclusivity.

Have No Fear

- Innovate, solve problems

Own Every Decision

- Work together, get results

Quality Matters

– Not only with product but we see it in our people

Make Sh*t Happen

- Be disciplined, be competitive

Benefits

Paid Time Off

Clothing Allowance

Generous Employee Discount

Paid Parental Leave

Membership to Calm and access to other wellness benefits

Medical, dental, vision and ancillary benefits

401k

rag and bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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