Customer Service Analyst

Job Description

Job Description

About rag & bone
From our origins in New York in 2002, rag & bone was founded on a belief of uncompromising ideals: a commitment to doing things the right way, not the easy way. To making things that are as original as they are timeless. To being true to ourselves, even when that truth sets us apart from the mainstream.
We still believe in the same principles we started with: the easy elegance of classic British tailoring, the authenticity of American workwear, and the originality of our home city, New York. As New Yorkers, community and authenticity have become synonymous with our brand. An inclusive environment at rag & bone upholds our original values by encouraging employee connection and empowering each individual to have a voice on policy, process and collaboration for a more equitable future.

Job Summary:
rag & bone is seeking a Customer Service Analyst to support our Wholesale business, ensuring information flows accurately from order entry through invoicing. This role pairs order management with analysis of order, fulfillment, and service data to surface trends, risks, and opportunities. Working as the liaison among Logistics, Sales, external buying offices, Finance, and our third-party logistics (3PL) distribution centers, you will help drive shipping to achieve financial forecasts.

Responsibilities:
Order Management

• Monitor, analyze, and report on the order lifecycle, from initial order upload through invoicing, identifying trends and exceptions for Wholesale Sales teams and retail partners
• Compile and communicate information required to process orders via EDI or NuOrder with retail partners, including seasonal buys, replenishment, pricing, and delivery, and resolve discrepancies
• Validate order transmissions against booked orders
• Manage allocation release according to delivery windows, thresholds, and prioritization levels
• Manage Wholesale Return Authorizations from creation to reception
• Maintain the Wholesale customer master in conjunction with Accounts Receivable and vendor guidelines

Fulfillment and 3PL Oversight

• Liaise between Wholesale Sales and Logistics to monitor supply dates and identify delays or risks to order fulfillment
• Analyze potential shortfalls and shifts in fulfillment across our 3PLs
• Ensure deliveries are met within the shipping windows provided by retail partners
• Monitor 3PL service level agreements (SLA) and report on performance based on account structure responsibility

Analysis and Reporting

• Analyze open order, shipment, and fill-rate data to assess fulfillment risk against financial forecasts
• Build and maintain shipping and order status reports, including templates defined by the Sales team
• Develop recurring or ad hoc reports and dashboards covering orders, deliveries, and returns

Partnership and Standards

• Partner with Wholesale Sales teams to support the Wholesale business strategy by region and Customer Group
• Maintain strong partnerships with major and specialty retailers
• Coordinate with internal departments to meet customer expectations
• Partner with Accounts Receivable to investigate chargeback claims, analyze root causes and trends, and recommend actions to mitigate them
• Adhere to precision, quality, and timing standards to deliver best-in-class service

Requirements:

• Experience with EDI order management
• Experience with data analysis and reporting, and the ability to turn data into clear recommendations
• Advanced Excel proficiency, including pivot tables and lookups
• Strong analytical and problem-solving skills
• Detail oriented, with the ability to manage multiple priorities
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced environment
• High level of professionalism
• Preferred: Bachelor's degree
• Preferred: Knowledge of Microsoft D365 and NuOrder

  Rules we live by | Rules you live by Be a Good Human | Be original, be authentic. Stand for diversity, equitability & inclusivity Have No Fear | Innovate and solve problems Own Every Decision | Work together and get results Quality Matters | Not only with product, but we see it in our people Make Shit Happen | Be disciplined, be competitive
Our in office policy is in office, 4 days a week.

Benefits

• Paid Time Off
• Clothing Allowance
• Generous Employee Discount
• Paid Parental Leave
• Membership to Calm and access to other wellness benefits
• Medical, dental, vision and ancillary benefits
• 401k

Salary: The target salary for this role is between $70,000 and $75,000 based on candidates' experience and expectations.

rag & bone is an EEO/Affirmative Action Employer. No employee or applicant is discriminated against because of race, color, sex (including pregnancy), age, national origin, religion, sexual orientation, gender identity, gender expression, parental status, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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