- Company Name
- Fable and Mane
- Job Title
- Customer Service & Order Management Coordinator
- Job Description
-
**Job Title**
Customer Service & Order Management Coordinator
**Role Summary**
Coordinate end‑to‑end global order fulfillment for B2B and B2C channels, ensuring accurate and on‑time delivery while maintaining high inventory availability and excellent customer service across multiple regions. Serve as the primary liaison among Commercial, Marketing, Finance, and Supply Chain teams to align stock flow with strategy and drive operational efficiency.
**Expectations**
- Achieve ≥98 % on‑time order delivery and ≥95 % product availability.
- Deliver timely, accurate reporting on order status, inventory, and KPIs.
- Resolve order, stocking, and logistics issues promptly, escalating when necessary.
**Key Responsibilities**
1. **Order Management** – Process, track, and close orders for key accounts, retailers, and digital channels; maintain an up‑to‑date order tracker and provide regular status reports.
2. **Customer Service** – Act as the point of contact for order queries, provide troubleshooting and escalated support, and ensure a superior customer experience.
3. **Inventory & Stock Controls** – Monitor daily stock levels (US, UK, EU), support replenishment planning, identify shortages or overstock, and collaborate on markdown and clearance strategies.
4. **Logistics & 3PL Coordination** – Track 3PL performance scorecards, oversee RTV processes, manage export/import documentation, and coordinate outbound logistics for D2C, B2B, and retail channels.
5. **Cross‑Functional Collaboration** – Work closely with Commercial, Marketing, Finance, and Supply teams to align order pricing, promotions, invoicing, and strategic initiatives.
6. **Reporting & Documentation** – Compile daily and monthly departmental reports, approve supplier invoices, maintain vendor onboarding packages, and ensure compliance with customs and transfer pricing requirements.
**Required Skills**
- Strong knowledge of order management systems (OMS), ERP, and inventory management tools.
- Familiarity with global logistics, customs, and export/import processes.
- Excellent analytical and reporting skills (advanced Excel).
- Effective communication, stakeholder management, and negotiation abilities.
- Problem‑solving mindset with a focus on process improvement.
- Ability to work independently and collaboratively in a fast‑paced, multi‑regional environment.
**Required Education & Certifications**
- Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or related field.
- Professional certifications (APICS CSCP, Six Sigma, or equivalent) are a plus.