Senior Customer Service Representative

FRAME; Paris; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A renowned Californian fashion brand seeks a Senior Customer Service Representative in Paris to oversee key account management and ensure exemplary customer service. This role involves handling the full sales cycle, detailed order management, and client relationship development. The ideal candidate will have a minimum of 5 years' experience in order management within the B2B fashion sector, fluency in English and French, and robust analytical and communication skills. The position emphasizes proactivity, organization, and the ability to navigate a fast-paced international environment.

Qualifications

• At least 5 years of experience in Order Management in the B2B fashion sector.
• Languages: English & French mandatory.
• Proven experience in managing Key Accounts.

Responsabilités

• Manage the full sales administration cycle for key international accounts.
• Act as the main point of contact for clients and logistics.
• Ensure accurate order processing and deliveries.
• Track client orders and manage transport-related disputes.

Connaissances

Order Management

B2B Fashion Experience

Fluent English

Fluent French

Proficient in Excel

Analytical Skills

Detail-oriented

Excellent Communication Skills

Description du poste

FRAME is a Californian fashion brand established in 2012 by Erik Torstensson and Jens Grede.

Since inception, FRAME has embodied Californian modernity with a distinctly European influence through its renowned ready-to-wear collections and coveted denim essentials. Born and raised in Los Angeles, FRAME offers a timeless perspective on everyday chic outfitting via signature tailoring, luxury leather, and quality cashmere.

Today, FRAME is a household name across both women’s and men’s design, with 16 standalone retail stores across North America, two London stores, a store in Shanghai and a dedicated eCommerce website. FRAME can also be found at the most desirable department stores and boutiques worldwide.

Role overview

Being part of the EMEA Operations Team in Paris and reporting to the Operation Director, the Senior Customer Service Representative will be responsible for providing the best customer service to our key accounts in the EMEA region, ensuring on-time deliveries and orderbook integrity.

Responsibilities

Manage the full sales administration cycle for key international accounts

• Act as the main point of contact between sales teams, clients, logistics, and finance
• Ensure accurate order processing, invoicing, deliveries, and after-sales follow-up
• Monitor sales performance, forecasts, and key account KPIs
• Handle complex client requests with a high level of service and discretion
• Contribute to process improvements and operational excellence

Manage the order portfolio, reorders and client database

• Update the order portfolio and confirm details with relevant stakeholders (creating, modifying, canceling orders, etc.).
• Create client accounts and associated settings.
• Manage returns, create and receive RAs and issue credit memos when goods are received.

Develop customer relationships

• Track the availability of client orders within the assigned portfolio.
• Be the main contact for local logistics teams in the managed zone.
• Ensure client management, product information related to export regulations, delivery status updates, and handling delays and returns.
• Manage transport-related disputes (missing items, delays, etc.) and system interface issues.
• Handle return requests for defective goods or commercial exchanges

Skills & Qualifications

• At least 5 years of experience in Order Management (ADV) in the B2B fashion sector
• Languages: English & French mandatory
• Proven experience in managing Key Accounts
• Proficient in Excel
• Knowledge of trade and Incoterms
• Ability to create reports, statistics, and dashboards
• Process orders and generate preparation slips
• Edit invoices, credit notes, and return slips
• Handle claims and disputes
• Analyze a client's financial situation
• Generate export documents
• Strong analytical skills
• Organized
• Detail-oriented
• Able to work in a team and interact with multiple stakeholders
• Approachable, with excellent written and oral communication skills
• Ability to work in a fast-paced, international environment
• Proactive and initiative-driven
• Dynamic

This list is not exhaustive and from time to time your manager may choose to vary your role to meet the needs of the business.