Customer Service Representative - Wholesale Emea

Moose Knuckles Canada; Milano; On-site; EUR 32,000 - 42,000; Full time

Job summary

Moose Knuckles Canada in Milan, Lombardy, Italy, seeks a Customer Service Representative for Wholesale EMEA. You will manage the end-to-end order processes, liaise with sales agencies, and support a diverse client portfolio to ensure smooth market execution.

The role requires at least 3 years in fashion customer service, strong English, and German is a plus. Proficiency with NuOrder, ERP systems, and Power BI is beneficial in a fast-paced luxury environment.

Qualifications

• 3+ years of experience in fashion or luxury customer service.
• Experience handling wholesale order lifecycle and ERP systems.
• Strong written and verbal English; German is a plus.

Responsibilities

• Manage end-to-end order cycle for the wholesale EMEA region.
• Respond to customer inquiries with proactive, solution-oriented care for ~300 customers.
• Coordinate with external sales agencies and cross-functional teams.
• Create proforma invoices and payment requests during shipping seasons.
• Oversee orderbook: shipments, changes, price checks and stock implications.
• Provide sales analysis and market updates to support revenue growth.

Skills

Order management

Customer service

English fluent

German helpful

Detail oriented

Cross-functional

Tools

NuOrder

Microsoft Dynamics

Power BI

Excel

Job description

Join our Milan team as a Customer Service Representative, Wholesale EMEA, where youll be at the heart of delivering an exceptional wholesale customer experience. In this dynamic role, youll manage the entire order lifecycle, collaborate with sales agencies and cross-functional partners across the region, and provide best-in-class support to a diverse portfolio of customers. Combining operational excellence, analytical thinking, and a customer-first mindset, youll help ensure smooth market execution, optimize order fulfillment, and contribute to the continued growth of our EMEA wholesale business.

Some of what you’ll do:

• Be responsible for managing end to end process of the sales order cycle life (pre and after sales responsibility) such as order entry in NuOrder - ERP, order maintenance, soft allocation and customer POs across all regions;
• Respond to all consumer inquiries by providing efficient and effective customer care, and ensuring customer satisfaction through a positive and proactive attitude (approximately 300 customers);
• Laise with external sales agency during the sales market, providing tools, update related to the collection and support with the order entering process. Support occasionally Milan sales appointment
• Create proforma invoice and payment request to customers during the shipping season, to ensure no fall out or late delivery affected by payment holds
• Be responsible for your assigned orderbook in terms of shipments management, including order entry/upload, discrepancies, order changes and price check, possibly anticipating stock and credit issues;
• Produce accurate sales analysis during and after market to keep the orderbook under control and help increase the turnover of your assigned area and proactively flag any revenue fall out, such as late inbound and oversold;
• Handle consumer claims, follow ups with carriers and warehouses to resolve shipment issues and discrepancies, providing the customers with all the relevant information;
• Manage return processes as well as swaps or exchanges. Ensure timely follow up with warehouses to ensure proper delivery of returned merchandise. Ensure timely follow up with Warranty department, Repair centers, Quality Control department and Credit Department;
• Provide analysis of EOSS return vs forecast per the Region
• Provide LTS visibility to the sales network (AM and sales agency) for repeats and clearance demand with an up selling approach
• Handle SMS process along with Logistics prior to each market, for Milan and all the external sales agency
• Reporting market updates such as bookings vs budget and previous season as well as product information (best seller, lower seller, etc). Provide analyses for planning activities
• Action as ERP super user and power BI for the Milan office
• Perform other administrative duties as assigned.

Some of what you’ll need:

• The ideal candidate is a highly organized self-starter with at least 3 years of relevant experience in the fashion industry, who is comfortable working in a fast-paced environment;
• Must have excellent written and verbal communication skills in English, and preferably German (any other languages are an asset);
• Must have excellent interpersonal skills with the ability to work efficiently and effectively within a collaborative, cross-functional environment;
• Has exceptional attention to detail and the ability to plan strategically and manage multiple tasks and projects in parallel;
• Proficiency with Microsoft Office, including Excel and PowerPoint, plus the ability to quickly learn and work with the new systems and software (NuOrder, Microsoft Dynamics).

Nice to have:

• Previous experience in the DTC channel and digital environment, especially in the marketplace field.

Why Join Us?

At Moose Knuckles, you’ll be part of a global brand rewriting the rules of modern luxury. You’ll work with fearless creatives and industry leaders who believe great ideas deserve great execution. We move fast, dream big, and leave our mark. If you’re ready to shape the conversation around one of fashion’s most distinctive voices—join us.

Customer Service Representative - Wholesale EMEA Milan, Lombardy, Italy, Italy