Customer Specialist

Role & Responsibilities: Oversee Wholesale Partner operations/Customer Service for the Brand(s)/Market(s) supported, as it relates to the execution of seasonal GTM strategies, acting as the end-to-end Customer Service operational partner and key contact point for Supply Chain and Brand stakeholders.Key Result Areas:Act as the key point of contact between Wholesale Partners, Brand Commercial Teams and Supply Chain teams to solve / prevent possible issues, address customer needs and drive customer-focused practices.Liaise with Wholesaler Customers of Icebreaker/Smartwool NZ/AU, Commercial functions and Order Support team to ensure replenishments, MO sales, returns and cancellations are executed in compliance and in line with financial forecasts.Timely handling and response to inquiries from internal partners and external WS customers, to ensure Case management SLA including response lead time and case completion rate.Monitor the orderbook through appropriate analytic tools and drive the conversion of unshipped orders, with a view to meet both financial and supply chain targets, whilst understanding customer requirements and inventory position. Identify, mitigate and communicate risks in converting the demand.To guide and support a portfolio of Wholesale Partners in planning their monthly intake in line with order and supply phasing, marketing campaigns, customers sell-through data, customer inventory position and sales trends, demonstrating business acumen, product knowledge and understanding of customer needs.To manage overdue demand in line with set KPIs, stimulate discussion and action planning to re-direct or clear excess inventory, in partnership with Commercial and Supply Chain stakeholders.Track order fulfilment status, identify possible impact to seasonal launches and marketing stories and proactively work with the relevant stakeholders to communicate and mitigate risks. Provide the Brands with regular reports and escalate risks/challenges effectively to the line manager.Competency Requirements: A passionate high achieverEffective problem-solving skillsHighly collaborative team playerCustomer focus mindsetGood Communication skillsDriving for results