Wholesale Customer Service Representative

FRAME is a Californian fashion brand established in 2012 by Erik Torstensson and Jens Grede.

Born and raised in Los Angeles, FRAME embodies signature tailoring, luxury leather, and quality cashmere, ensuring a combination of timeless perspective on everyday chic outfitting through an effortless foundational denim wardrobe.

Since the brand’s inception, FRAME has brought Californian modernity with European influence through its renowned ready-to-wear collections, uncompromising quality, and coveted denim essentials.

Today, FRAME is recognized globally with 14 stores in North America and 2 stores in London. FRAME is sold through its own retail stores and e-commerce as well as through leading department stores and boutiques worldwide.

Role overview:

Being part of the EMEA Operations Team in Paris and reporting to the Operation Director, the Wholesale Customer Service Representative will be responsible for providing the best customer service to a portion of our clients (both independent boutiques and major accounts) in the EMEA region, ensuring on-time deliveries and order book integrity. They will also work on ad hoc projects for the department.

Responsibilities:

1. Manage shipments for a wholesale client portfolio:
   • Oversee invoicing and shipments, ensuring delivery follows the delivery plan and aligns with instructions from central teams (Merchandising, Supply Chain, Retail), the client, the Wholesale Sales team, and Credit Control.
   • Communicate necessary shipping information and documentation to freight forwarders and clients.
   • Send proformas for payment requests or dispatch statements for available goods. Follow up and chase as needed.
   • Manage the delivery of replenishments during the season.
2. Manage the order portfolio, re-orders and client database:
   • Update the order portfolio and confirm details with relevant stakeholders (creating, modifying, canceling orders, etc.).
   • Create client accounts and associated settings.
   • Manage returns, create and receive RAs and issue credit memos when goods are received.
3. Develop customer relationships:
   • Track the availability of client orders within the assigned portfolio.
   • Be the main contact for local logistics teams in the managed zone.
   • Ensure client management, product information related to export regulations, delivery status updates, and handling delays and returns.
   • Manage transport-related disputes (missing items, delays, etc.) and system interface issues.
   • Handle return requests for defective goods or commercial exchanges.
   • Work closely with the in-house International Sales Team and European Agents, regarding any problematic customers, and make sure all Order Confirmations are sent out in a timely manner each season.

Qualifications:

• At least 3 years of experience in Order Management (ADV) in the B2B fashion sector.
• Languages: Italian, Spanish, and English.
• Proficient in Excel.
• Knowledge of trade and Incoterms.

Skills:

• Ability to create reports, statistics, and dashboards.
• Process orders and generate preparation slips.
• Edit invoices, credit notes, and return slips.
• Handle claims and disputes.
• Analyze a client's financial situation.
• Strong analytical skills.
• Organized.
• Detail-oriented.
• Able to work in a team and interact with multiple stakeholders.
• Approachable, with excellent written and oral communication skills.
• Proactive and initiative-driven.
• Dynamic.

This list is not exhaustive, and from time to time your manager may choose to vary your role to meet the needs of the business.