Associate, Business to Business Initiatives, Client Services

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last-for you to be yourself in.
Coach is part of the Tapestry portfolio - a global house of brands committed to stretching what's possible.
A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive. Visit Our People page to learn more about Tapestry's commitment to equity, inclusion, and diversity.
Title: Associate, Business to Business Initiatives, Client Services
Primary Purpose: Associate, Business to Business, Client Services at Coach will support the NA Business to Business (VIP B2B) initiatives team. In this newly created role, they will establish a trusting relationship with and be the main point of contact for the VIP B2B customers. They will assist customers with order, shipping and/or account related inquiries, while also working to gain an understanding of customer wants and needs. Will report to the Director, Business to Business Initiatives.
The successful individual will leverage their proficiency to:

• Develop strong relationships with customers and easily able to build a strong rapport
• Ability to build relationships and easily communicate needs of the customer
• Assist customers with ordering (i.e. order placement, modification, cancellation or returns), shipping inquiries (i.e. order tracking, mis-shipments, partial orders or damages) , account issues (i.e. account log in credentials, account reset, shipping address change) and payment challenges (i.e. fraud holds, payment method issues)
• Work closely, with the Associate of Operations & Analytics , to resolve order issues involving inventory or assortment.
• Work closely with the Director for all exception approvals regarding returns, exchanges, credits or refunds & to help build future strategies based on customer needs
• Monitor daily reporting to ensure customer compliance as stated in VIP B2B client agreement.
• Work closely with Coach Digital and IT support teams to be informed of any site issues or other outages that may impact the VIP B2B customer experience, inventory availability or orders.

The accomplished individual will possess...

• BA/BS degree or equivalent preferred
• Minimum 3+ years' experience working in customer service, account management or in stores with focus on customer relationship management
• Highly organized with attention to detail and accuracy
• Ability to multi-task and problem solve
• Team player with a positive attitude and a focus on collaboration
• Ability to analyze and provide key insights from customer data, both quantitative and qualitative
• Ability to work across teams and establish relationships to resolve issues as efficiently as possible
• Ability to onboard and utilize multiple order management and shipping fulfillment systems to service customers; pre-existing experience with IBM Sterling, UPS Quantum View, and/or Salesforce Service Cloud systems are ideal
• Proficiency in Excel

Our Competencies for All Employees

• Courage: Doesn't hold back anything that needs to be said; provides current, direct, complete, and "actionable" positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.
Americans with Disabilities Act (ADA)
Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or [email protected]
Visit Coach at www.coach.com.
Work Setup
BASE PAY RANGE $65,000.00 TO $80,000.00 Annually
Click Here - U.S Corporate Compensation & Benefit