Tapestry Wholesale Customer Service Representative

About Tapestry

Tapestry is a New York–based house of modern luxury, uniting the distinctive worlds of Coach, Kate Spade, and Stuart Weitzman. As an employer, the group offers the scale and sophistication of a global fashion leader while preserving the creative spirit and heritage of its iconic brands. Tapestry cultivates an inclusive, purpose-driven culture where design, craftsmanship, digital innovation, and commercial excellence intersect. Its teams are encouraged to think boldly, grow continuously, and contribute to a more responsible future for fashion, making Tapestry a compelling environment for talent seeking impact, creativity, and international opportunity.

Role & Responsibilities

• Review and maintain orders in the order management system, ensuring accurate product assortments and scheduled shipment dates from receipt through shipment.
• Support market activities, including order uploads, order confirmations and discrepancy resolution.
• Align purchase orders with the order book to facilitate efficient shipping and reduce error-related claims.
• Monitor order-to-shipment flow to ensure timely shipping and implement order changes in response to business needs.
• Coordinate daily with Wholesale Sales and Logistics teams on inventory, purchase orders, shipping windows and cancellation dates.
• Communicate daily with the third-party logistics (3PL) warehouse about shipments and applicable guidelines.
• Identify risks and opportunities affecting monthly and quarterly shipment forecasts.
• Provide information and analysis to support commercial activities, including sales order updates and shipment forecasts.
• Provide regular updates and status reports to accounts and the Wholesale Sales team, ensuring accounts have the information needed to maintain products in their systems.
• Provide daily activity reports as required by the business, leadership and accounts.
• Provide post-shipment support and research shortages, overages and other claims as needed.
• Support returns and claims by issuing return authorizations, scheduling third-party pickups and providing instructions to accounts.
• Manage resolution of debit notes related to various claims.
• Investigate chargeback remittances against compliance guidelines and improve processes to prevent chargebacks.

Qualifications

• 2–3 years’ experience in a Wholesale Customer Service role within a fashion or retail environment.
• Strong attention to detail, analytical skills and problem-solving skills.
• Intermediate to advanced Excel skills.
• Excellent written and verbal communication skills.
• Ability to make timely decisions and adapt to competing and changing priorities.
• Fluent English; additional European languages, particularly French and/or German, are preferred.
• Knowledge of vendor portals and routing guidelines.
• Experience working with logistics providers and warehouse operations.
• Knowledge of SAP.
• Already possess the right to work in the UK; visa sponsorship is unavailable.

Skills

Experience

2–3 years in a Wholesale Customer Service role within a fashion or retail environment

Benefits

Hybrid working (office-based Tuesday–Thursday and remote Monday and Friday); option to finish early on Fridays (Flex Fridays); one paid volunteering day per year and opportunities to volunteer with global projects; learning and development opportunities; internal mobility and career progression; seasonal and cultural social events; inclusion and diversity initiatives, including employee resource groups and a regional inclusion council; 25 days’ holiday in addition to bank holidays; multi-brand discount of up to 50% on Coach and Kate Spade; private healthcare with a health assessment through Bupa; Bupa rewards, including financial wellbeing support and wellness discounts; private dental cover; free 24/7 support for family building, fertility and menopause through Maven; eyecare vouchers; employee assistance programme; enhanced employer pension contribution; gym discount; interest-free season ticket loan; cycle-to-work scheme.

Culture

Tapestry fosters a collaborative, inclusive workplace where creativity, craftsmanship, and consumer insight come together across its portfolio of iconic fashion and lifestyle brands. As an employer, it encourages entrepreneurial thinking, global perspective, and continuous growth, empowering teams to shape meaningful brand experiences while contributing to a culture of innovation and belonging.

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.