Account Support Lead

Customer Service Lead

• Manage the relationship and communication with retailers and internal departments 
• Monitor the status of orders, identifying and resolving financial and inventory related issues to ensure timely order processing and delivery 
• Work closely with cross-functional teams, including Sales, Planning, Finance, Logistics, and Production, to ensure alignment and drive the achievement of departmental and company goals 
• Deliver precise information and support to retailers on products, and general inquiries. 
• Proactively enhance processes by identifying recurring issues and recommending improvements. 
• Manage order processing, including allocation, order confirmations, cancellations, and revisions. 
• Review and monitor inventory ETA to ensure timely delivery to the warehouse, meeting the account’s shipping requirements. 
• Process EDI transactions daily, monitoring files to ensure orders are handled promptly and efficiently. 
• Review discrepancies between contracts and bulk orders, collaborating with accounts to ensure timely revisions. 
• Keep Sales informed of all issues, concerns, and discrepancies while coordinating with accounts and buyers for necessary corrections and revisions. 
• Coordinate with accounts and buyers to ensure EDI revisions and corrections are completed. 
• Take ownership of and manage daily sales order maintenance tasks. 
• Serve as the primary contact for retail partners, handling: 
• Cancellations, changes, move-ups, extensions, and purchase order corrections 
• UPC-related inquiries 
• EDI issues and corrections 
• Coordination with Sales and accounts for order confirmations 
• Manage the rework approval process, ensure proper documentation is sent to the warehouse, and follow up on completion 
• Implement and enforce standard operating procedures (SOPs) to streamline processes and improve efficiency 
• Understanding of vendor account guidelines and collaboration with production to manage operational and logistical processes. 

• For Customer Service Lead: 5+ years in customer service; ideally within the apparel industry
• For Customer Service Associate, Allocations, Shipping: 2+ years in customer service; ideally within the apparel industry
• Exceptional communication skills, writing skills, interpersonal skills, and ethical mindset
• Ability to be flexible, adaptable and dependable in an environment constantly upgrading/enhancing service/technology capabilities to it's customers
• Strong prioritization and time management skills with ability to delegate effectively
• Strong computer/systems knowledge including MS Office applications

• Competitive compensation packages
• Medical, Dental, Vision, FSA
• Retirement Savings Plan Match
• Summer Fridays
• Discounts and More!
• Annual Salary $85,000
• The offered salary for this position will vary based on role requirements determined by NYC Alliance, skill set and years of experience.