Wholesale Customer Experience

4 days ago

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 850+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy
**About the Role**:
As a part of the Wholesale Support team for Accent Group, you will play a pivotal role in ensuring seamless communication and support between our B2B customers and internal sales teams.
This position involves providing high-level assistance to wholesale clients, managing order processes, resolving customer inquiries, and supporting our sales efforts. You will be key in driving operational efficiency, ensuring customer satisfaction, and helping Accent Group meet its business goals in the wholesale sector.
**Your key responsibilities will include**:

- Customer Support & Relationship Management: Act as the primary point of contact for B2B customers, addressing inquiries, providing product information, and ensuring timely and effective resolution of issues related to orders, deliveries, and product availability.
- Order Management: Oversee the full order cycle from order creation to delivery, ensuring accuracy in processing, timely updates to customers, and coordination with internal departments such as logistics, inventory, and finance.
- Collaboration with Sales Teams: Work closely with internal sales teams to ensure that customer needs are met, facilitate communication, and provide updates on order status, inventory, and any potential issues impacting sales or customer relationships.
- Reporting & Data Analysis: Track key metrics related to wholesale orders, customer satisfaction, and sales team performance. Assist in the preparation of reports and offer insights for improving efficiency and customer experience.
- Process Improvement: Continuously evaluate and refine order fulfillment processes, seeking opportunities to streamline workflows, reduce errors, and improve overall customer satisfaction.

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

- Strong communication skills, both written and verbal, with the ability to liaise effectively with internal and external stakeholders.
- Detail-oriented, with strong organizational and time-management abilities.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook), with experience using CRM or order management systems viewed favorably.
- Ability to work in a fast-paced environment and handle multiple priorities simultaneously.
- A proactive approach to problem-solving and a customer-first mentality.
- Basic understanding of inventory management and order fulfillment processes.
- Previous experience in customer service or wholesale support, preferably within the footwear or fashion industry would be advantageous.

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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