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SalaryBrand: Camuto Group
Req #: 144201
Location Name: Topo Athletic
Department: Topo
General Summary:
This position is part of the Customer Service team and must provide exemplary service to consumers and retailers. The Customer Service Associate must handle all customer needs, both for DTC and wholesale channels and will work closely with external sales representatives daily. This role is actively involved in supporting all other departments including Sales, Marketing, Operations, Product, and Finance.
Reports to: Customer Service Manager
Location: This is a remote role, however proximity to the Framinham office for training and/or company meetings is preferred
Essential Duties and Responsibilities:
Monitors Customer Service and Order Processing email inboxes and ensures that all emails are responded to within 24 hours of receipt.
- Answers incoming phone calls in a timely and professional manner as the first point of contact for the brand. Screens and redirects calls to appropriate departments as needed.
- Resolves customer concerns and handles all web and wholesale customer complaints with a high level of professionalism, providing effective solutions.
- Troubleshoots quality control and warranty issues with all consumers and retailers: requesting proper documentation, processing RMAs and order replacements, and requesting account credits through Finance.
- Process web return requests using the Happy Returns portal and file claims with FedEx for missing and lost customer shipments.
- Ensures wholesale email orders are entered promptly and accurately while adhering to specific customer routing requirements. Processes orders for rep demo fleets and manual retail seeding requests.
- Works with external Sales Representatives and wholesale retailers to efficiently process retailer booking orders and at-once orders submitted through the B2B site.
- Responsible for assigning discounting/terms to each order entered and resolving any availability issues in partnership with the Inventory Analyst.
- Completes requested order revisions in advance of the indicated ship date; communicates any end-of-life messaging to retailers and sales representatives as applicable.
- Processes new account applications, onboard accounts into Netsuite, and sends to Finance for final credit approval.
- Oversees office administration including organization of backroom materials; assists with sales sample shipment and office supply ordering.
- Processes outgoing office shipments in conjunction with appropriate department standards, including shipping sales rep needs and retail materials.
- Supports other department needs on an ad hoc basis, including Marketing, Operations, and Product
Required Skills:
Possesses strong phone and email communication skills
- Able to learn new technologies and programs (this position relies heavily on order processing and various web platforms for success)
- Works efficiently and diligently through workload and demonstrates an ability to multi-task
- Completes work promptly and is detail-oriented
- Demonstrates a customer-first and solution-focused mindset
- Proactive in identifying and resolving open Customer Service issues
- Maintains a positive attitude with consumers, retailers, and Topo staff
- Works both independently and as part of a collaborative team
- Efficient with Outlook, MS Excel, and other Office applications
- Understands the capabilities and basic workflow of NetSuite and NuOrder and increases knowledge of the systems once trained
- Ability to commute into our Framingham, MA office as needed
Minimum Experience:
1-2 years experience in a Customer Service or customer-facing industry
Preferred Qualifications:
- Previous experience working in an office environment or call center
- Strong familiarity with Outlook
- Specialty retail or running industry experience preferred
- Advanced Excel skills (including vlookups, pivot tables) is a plus
- Experience with Netsuite or similar ERP
- Experience with NuORDER or similar B2B platform
Minimum Education:
- Bachelor’s Degree or equivalent work experience
Preferred Qualifications:
1-2 years of experience working with Netsuite
Advanced Excel Skills preferred (including vlookups & pivot tables)
Minimum Education:
Bachelor’s Degree, or an equivalent prior work experience
