Summary

As a Customer Service Associate for Zegna, you will oversee the operational support to the retail and wholesale business of the Company. The ideal candidate will help ensure the seamless flow of orders from order entry to invoicing. This role will collaborate on an ongoing basis with the Wholesale team to develop strong working relationships with Buyers and their respective staff. Reporting directly to the Customer Service Manager, this role will serve as liaison amongst communication with customers, internal and external Buying offices, Wholesale, Finance, Accounts Receivable and TPL Distribution Center.

Responsibilities

• Entering customer orders, processing all seasonal order changes prices, delivery dates, store distributions, cancellations.
• Compile and communicate all necessary information needed to upload EDI orders with Wholesale accounts, regarding seasonal buys, pricing, delivery, and resolution of discrepancies.
• Guarantee the timely receipt and processing of seasonal purchase orders EDI and non-EDI and store distributions.
• Handle inquiries from Associates and Buyers on availability of stock items.
• Guarantee same-day entry of stock special orders.
• Check of production order status: liaising with HQ to monitor product delivery and proactively inform sales team of late merchandise.
• Proactively notify customers of cancellations and past cancel goods.
• Update shipping reports according to templates defined by the manager. Monitor shipping status.
• Ensure deliveries are met within the designated shipping window.
• Manage order release according to delivery windows.
• Facilitate transfers between Wholesale and Retail channels.
• Assist the Account Executives to prepare samples for ad looks and monitoring/coordinating the delivery from Headquarters.
• Communicate and coordinate with internal departments to meet customer expectations.
• Manage, investigate, and dispute chargeback claims.
• Adhere to precision, quality, and timing standards to ensure the best quality service.
• Special assignments coordinated by management.
• Assist team members as needed.

Requirements

• Bachelor’s degree and 1-2 years of experience from the luxury retail or hospitality sectors.
• Hands-on experience with SAP and confidence navigating complex systems.
• Proficiency in Microsoft Excel and Word is essential, and familiarity with AS400 is a bonus.
• Top-notch communication skills and exceptional customer service.
• Organized, detail-oriented, and committed to excellence.
• Proactive self-starter who thrives in a busy environment.
• Ability to multitask and engage with people effectively.
• Capable of working both independently and as part of a team.
• Flexible work arrangement with 4 days in the office and 1 day working from home.