Tapestry Wholesale Customer Service Representative
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Wholesale, Commercial & B2B Sales
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 22, 2026
About Tapestry
Tapestry, Inc. is a global house of contemporary brands including Coach and Kate Spade New York. The organisation blends creative brand storytelling with scaled global operations across wholesale, retail and digital channels and emphasises inclusion, career mobility and cross‑brand collaboration.
Tapestry is hiring a Wholesale Customer Service Representative in Greater London, UK — full‑time role managing wholesale orders, shipments, claims and client accounts.
Role & Responsibilities
- Act as primary point of contact for wholesale accounts, sales teams and 3PL warehouses to ensure timely, accurate order fulfilment and shipment execution.
- Manage the end‑to‑end order lifecycle: receipt, validation, entry, monitoring, amendments and invoicing through the order management system.
- Operate concurrently across multiple platforms (SAP, customer portals, vendor portals) to align client purchase orders with internal orderbook and shipping schedules.
- Coordinate daily with sales, logistics and allocation teams on inventory, purchase orders, shipping windows and cancel dates to minimise disruption.
- Own claims, returns and debit‑note resolution in partnership with 3PL providers; investigate and remediate chargebacks to ensure compliance and prevent recurrence.
- Provide proactive, regular status reporting to clients and internal stakeholders on orders, shipments and forecasts; escalate issues that could affect monthly/quarterly shipment targets.
- Perform post‑shipment research for shortages/overages and supply analytical support for commercial activities and dispute resolution.
- Continuous process improvement: identify operational risks, propose corrective actions and implement controls to reduce deductions and increase on‑time shipments.
Qualifications
- 2–3 years’ experience in wholesale customer service, account management or order management; experience in the luxury/fashion sector preferred.
- Intermediate to advanced Excel skills — daily use of pivot tables and VLOOKUP required.
- Strong attention to detail with analytical and problem‑solving abilities.
- Excellent written and verbal communication skills and proven ability to liaise across sales, logistics and external partners.
- Ability to prioritise, make timely decisions and adapt to competing and shifting priorities.
- Right to work in the UK required (visa sponsorship not available).
- Fluent English required; French and/or German are advantageous.
- Familiarity with vendor/customer portals, logistics providers/warehouse operations and SAP is a strong advantage.
Skills
Experience
Minimum 2–3 years supporting wholesale accounts or customer service in a B2B environment, ideally within luxury fashion or apparel, including hands‑on experience with purchase orders, sales teams and logistics/warehouse partners.
Education
Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred; equivalent vocational experience will be considered.
Workplace
This position is based in London, England, UK.
Benefits
Hybrid working (Tue–Thu in office, Mon & Fri remote); Flex Fridays (option to finish early on Friday); 1 paid volunteering day per year; learning & development and internal mobility; seasonal and social events; inclusion & employee resource groups; 25 days holiday plus bank holidays; up to 50% multi‑brand discount (Coach & Kate Spade); private healthcare (Bupa) with health assessment; Bupa rewards; private dental cover; 24/7 family building, fertility and menopause support (Maven); eyecare vouchers; employee assistance programme; enhanced employer pension contribution; gym discount; interest‑free season ticket loan; cycle to work scheme.
Culture
Tapestry promotes an inclusive, collaborative culture across its portfolio of brands where creativity and individual contribution are encouraged. The company values cross‑functional teamwork, professional development and employee resource groups that support diversity, equity and inclusion.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Tapestry, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Wholesale Account Coordinator», «Wholesale Order Management Specialist», «Wholesale Client Services Associate», «B2B Customer Service Representative», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.