Client Relations Coordinator job in Brooklyn

Davines Group is recognized for formulating and manufacturing high-end hair and skincare products with two specific brands: Davines and [ comfort zone ].
We are a BCorp and our purpose is to be the best for the world, creators of good life for all, through beauty, ethics and sustainability.
Davines was founded in Parma, Italy in 1983 by the Bollati Family. The company’s focus is producing high-end hair and skincare products and promoting sustainable beauty. Our aim is to inspire and improve the work-life quality of worldwide beauty professionals through concepts, products, and services that will allow them to offer unique experiences to their clients.

Davines North America, Inc. was established in 2006 as a wholly-owned subsidiary of our family-owned parent company in Italy and has been a key driver of the companies continued overall growth since its inception.

The Client Relations Dept. is a key touch point with our clients, and is responsible for continuing to maintain strong relationships with all clientele, primarily with our distribution partners in the US and Canada. We are a team of 4. In order to maintain the smoothest operations, we aim to be aligned with other departments in Davines, most importantly with Accounting, Trade Marketing, and Supply Chain teams.

JOB MISSION
The Client Relations Coordinator will process all non e-commerce orders that pass through our North American warehouse, closely interact with distributors on a variety of issues, and also with their client salons on issues related to our quarterly Rewards program, provide sales reporting and support on other key activities that help maintain the integrity of the Davines brand worldwide. You will collaborate with all internal departments within Davines and will have high exposure to management and leadership. You are self-motivated and proactive in learning new skills, new system and looking to help the department improve its process.

DUTIES AND KEY RESPONSIBILITIES

• Respond to customer requests for purchase orders, order changes, adjustments, and cancellations directly from customers.
• Help manage inventory and backorders and escalate expedite request to our warehouse team.
• Build and maintain relationships with our network of distributors and key direct accounts by assisting with inquiries while offering realistic solutions to challenges.
• Send daily and monthly reports to CEO and other relevant stakeholders.
• Update and maintain various trackers and other key spreadsheets.
• Perform daily follow-up on orders in progress.
• Process orders and provide a high level of service and communication throughout, such as confirming orders, delivery lead times and delivery updates and/or changes are communicated to the customer.
• Coordination with clients past delivery to resolve any issues, concerns over level of service provided (delays), investigating and crediting or invoicing shortages, overages and damages.
• Coordinate with 3PL fulfillment center and freight forwarders to ensure clients receive their orders in a timely fashion and address any eventual issues that may occur.
• Responsible for maintaining and cataloging sales, KPIs and other essential client-related data that the CEO and Management rely on for further analysis and decision-making.
• Currently service our Davines Rewards Program, by addressing all issues related to Salon point redemption in a timely manner that is consistent with our brand’s voice and tone.
• Document department procedures and participate in department meetings to help identify areas of improvement and carry out actions to implement changes to improve the process.
• Ensure quality service to our salon partners by processing quarterly rewards program orders, assisting in resolving any complications, and compiling and adjusting point balances quarterly.
• Apply a positive and proactive approach to challenging situations.
• Communicate with other departments daily to ensure that all client needs are met to the best of our ability.
• Other projects assigned.

POSITION REQUIREMENTS

• Bachelor's Degree
• 1-2 years of experience in a Customer Service or related field preferred
• Working experience with Microsoft Office Suite, specifically Excel.
• Excellent oral and written communications skills for correspondence with all stakeholders
• Excellent problem-solving and organization skills.
• Strong attention to detail.
• Any familiarity with the Italian language is considered a plus.

EQUAL EMPLOYMENT OPPORTUNITY
In Davines Group we celebrate diversity, and inclusiveness is a crucial pillar of our Ethical Chart.
For this reason, Davines Group does not discriminate in employment on the basis of race, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status or other non-merit factor.