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Omni Customer Care

4 months ago

New York, United States Mulberry Full time

Founded in 1971 in Somerset, England, today Mulberry is a truly global fashion company and the largest manufacturer of luxury leather goods in the United Kingdom. Across all locations, we are united by our employee values: Be Bold, Be Open, Be Responsible, Be Imaginative.

If these are values you share, we would love you to join our team.

**Job Purpose**:

- The Fulfillment Operations role is pivotal in ensuring the seamless execution of all North American OMNI orders, including both retail and online channels. This role requires a dynamic individual capable of managing various aspects of the fulfillment and customer service process while maintaining high standards of efficiency, accuracy, and customer satisfaction.

**Fulfillment Operations**:

- Responsible for the fulfillment of all North American OMNI orders including both retail and online
- Ensure that all packages are sent in line with company standards and facilitate training across the retail network to achieve consistency in packaging standards
- Support and communicate effectively with retail stores regarding OMNI orders, ensuring Service Level Agreements (SLAs) are met regardless of stock availability

**Warehouse and Inventory Management**:

- Managing warehouse in compliance with company’s policies and vision
- Design and optimize warehouse layout for efficient space utilization
- Supervise and responsible for accurate receiving, warehousing, distribution, and maintenance activities inclusive of weekly, monthly and quarterly inventory checks and investigations
- Oversee the entire incoming and outgoing shipment and order processing lifecycle, ensuring timely and accurate execution of stock movements (Goods In, Goods Out, Returns to Vendor (RTVs), damages, and repairs)
- Maintain exceptional housekeeping standards in all stockroom areas
- Ensure strict adherence to stock standards and implement effective stock recovery
- Produce regular reports and statistics on a daily, weekly, and monthly basis to track and analyze key performance indicators (KPIs) to Head of Digital & Third Party
- Attend and participate in meetings and conference calls staying updated with other areas of the business
- Collaborate with management to minimize inventory shrinkage and participate in bi-annual stock audits
- Manage consumable and goods orders for the US Distribution Center (USDC), maintaining optimal stock levels and preparing for peak periods

**Customer Care**
- Partner closely with Global Customer Care team to lead communication and follow-up processes for store and online customer care inquiries.
- Be an extension of the central Customer Care team and actively participate in training and meetings
- Partner closely with relevant teams to manage out of stock/save sale orders
- Collaborate with US B&M team and Store leaders to action needed stock movements
- Utilize company-approved standards and communication channels to maintain professional interactions
- Develop a strong knowledge of product offerings to provide detailed and specific service information
- Gather and report out “Voice of Customer” and other company KPIs to Head of Digital & Third Party

**Team Leadership and Development**:

- Demonstrates a positive, respectful, enthusiastic, “can do,” attitude
- Successfully delivers goals set by the Manager
- Serves as a mentor for other associates, leads by example
- Motivate, organize, and encourage teamwork within the workforce to ensure productivity targets are met and exceeded
- Set and monitor performance and efficiency goals aligned with the company’s strategic plans
- Embraces the perspective of diverse backgrounds in customers and team partners
- Communicates with honesty, respect and integrity with both customers and team
- Utilizes active listening skills to clearly understand information, needs, ideas, etc.
- Successfully completes all company training programs that relate to the position
- Embraces and actively participates in the learning culture of the company
- Represents brand through actions that support company standards of service and partnership

**Brand**:

- Understand and demonstrate the Mulberry employee values and behaviours: Be Bold, Be Imaginative, Be Open, Be Responsible.
- Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
- Act as an ambassador for Mulberry and communicate positively about the brand.

**Made to Last**:

- Wherever possible, incorporate environmentally responsible practices into your work. Contribute to decreasing Mulberry’s carbon footprint, helping to mitigate climate change and promoting a greener, more sustainable future.
- Support to foster an environment where diversity is embraced and all individuals feel valued, respected and included. Promote equity, empathy and understanding and demonstrate this commitment