Max Mara Fashion Group
Omnichannel Operations Coordinator
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ABOUT MAX MARA
An Italian House of Brands, Family Owned Since 1951. Passion, commitment and tradition have created a unique fashion style: today, 10 Main Brands and more than 60 different Collections find common ground in quality, style and respect for the distinctive feature that make Max Mara Fashion Group one of the most famous worldwide.
Max Mara Fashion Group, with 41 companies and over 5,500 employees, operates in 105 countries. Our ecosystem comprises 44 Depts, including Fashion Design, Marketing, Operations, Retail, Stores, ICT, Architecture Design, Economics, BI, etc., in a holistic approach to our Customers and leveraging new digital competencies.
ABOUT THE ROLE
Max Mara LTD’s Omnichannel Operations Coordinator is a complete and well-rounded role whose main responsibilities cover both front and back-end activities. Core tasks range mainly across logistics, operations and customer care allowing to the Omnichannel Operations Coordinator a full and thorough understanding of the Company dynamics.
LOGISTICS AND OPERATIONS
- Draws analysis of shipping performance and prepares reports to identify and recommend any areas for improvement highlighting Clients’ issues and needs
- Coordinates the Sales Managers in collecting and filing clients’ forward orders and any relevant back-up documentation
- Coordinates with all Key-Accounts and Sales Managers in the finalisation of the Purchase Orders ensuring these are in line with business directives and checking their correspondence to the contractual relevant terms
- Organises calls and meetings with key-clients to remain updated about business needs and operational procedures:
- Analysing their business procedures
- Clarifying objectives and requirements related to production and shipping deadlines ad well as specific clients’ needs
- Negotiating delivery terms based on business requirements, market’s conditions and performances
- Receiving Purchase Orders and transmit them to HQ on time before shipping plan deadlines
- Throughout the year tracks and monitors weekly shipments – prepares reports for all major clients with LY v/s TY analysis and ensures shipments are delivered on time and within budget
- Liaises with all parties involved (Clients, Showroom Manager, Wholesale Team) in:
- evaluating and accepting exceptional returns(faulty garments from production or transit) based on business guidelines
- coordinating clients regarding faulty returns and end of seasons stock returns in line with business processes and timelines and according to commercial agreements
- Coordinates the weekly release of merchandise with Italian Group companies, credit managers, commercial team and clients
- Communicates to clients and handles discrepancies and finds solutions to issues related to shortages and overages of product
- Coordinates with Italian warehouse and clients to guarantee logistics procedures are followed based on business guidelines set out based on business requirements
- Supports Operation Manager in projects and activities related to logistics, operation and custom operations
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- Creation of customers codes within Group’s proprietary systems
- Creation and Update of customers records within Group’s proprietary systems
- Responsible for customer cross systems database accuracy
- Responsible for data quality and IT issue detecting
- Interprets business needs and liaise with Operation Manager in defining solution to improve efficient and effective process and procedures
CUSTOMER CARE
- Deals directly with customers either by telephone, electronically or face to face
- Responds promptly to customer inquiries
- Handles and resolve customer complaints
- Obtains and evaluate all relevant information to handle inquiries and complaints
- Instructs Group’s Suppliers for any specific client’s requirements (i.e. special tickets, etc.)
GENERAL DUTIES
- Attends Wholesale Committees updating the Wholesale Team on relevant matters impacting the business and related to Logistics, Operations and Customer Care
- Monitors and reviews relevant processes and procedures with critical and lateral thinking in order to suggest improvements and incremental solutions
- Provides the Wholesale team with ad hoc and seasonal reports necessary to define plans of action and projects on K-Accounts
- Manages ad hoc projects if requested
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