Wholesale Support Manager

18 hours ago

Cremorne, Australia Accent Group Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 700+ stores, 33 brands and over 35 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, EXIE & 4Workers

**About the role**:
We have an exciting opportunity available for a Wholesale Support Manager to join our Supply chain Team. Reporting to the Wholesale Operations Manager, the Wholesale Support Manager will support and manage the Wholesale Support Team to ensure effective delivery and accuracy of wholesale customers orders both current and future.
The Wholesale Support Manager will work closely with key internal and external stakeholders. The Wholesale Support Manager will continually seek ways to improve operational processes.

**Your key responsibilities will include**:

- Support the Wholesale Support Teams and managers with enquiries sent through Zendesk
- Assess and improve systems, processes and best practices within the Wholesale Support Team
- Liaise with the Supply Chain team and warehouse staff regarding delivery issues
- Deliver and support projects
- Implement and maintain a customer rating system alongside Accounts Receivable Team
- Implement and maintain Wholesale Support Team members territory or account manager assignments
- Maintain and update Zendesk for Wholesale Support
- Review Industry Standards for KPI Management
- Deliver monthly reports relating to KPI/SLA’s for the Wholesale Support Team
- Mentor, train, engage and upskill team members
- Attend and host weekly and monthly meetings with relevant team members and stakeholders
- Manage, assess and improve the Salesnet portal alongside Wholesale Operations Manager
- Perform other job-related duties as assigned and required
- Mentor, train, engage and upskill team members

**To succeed in this role, you will need to have**:

- Demonstrated experience in a customer experience leadership role
- Adaptable, flexible, and able to work autonomously and unsupervised
- Fast and accurate data entry skills
- Problem solving and multi-tasking is second nature to you
- Experience with Zendesk & AP21 is desirable
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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