Account Services Supervisor

General Summary

The Account Services Supervisor is responsible for leading their team under the guidance and within the structure and guidelines created by the Director of Account Services and ensuring the highest level of profitability in our DMF wholesale division. This position supports the Wholesale business.

The responsibilities described below are considered essential functions of the role.  This position is based in our NYC office and requires working on-site. 

Key Responsibilities

1. Supervisor Core Responsibilities

• Supervise the day to day activities such as order entry and checking
• Develop new employees by providing coaching, training, feedback, partnering up with other team members
• Mentor current AS coordinators and further develop skills on the M3 system by providing coaching and feedback
• Help with reports and tools AS may use to maintain their accounts
• Met with your team regularly to review processes, any issues and any additional training to further enhance how we service our customer
• Collaborate with management on holding the team accountable for their errors.
• Enter price changes and ensure paperwork for price changes are filled out correctly. Work with management to identify any price changes that seem questionable or where the margins are very low.
• Ensure the team is coming to work on time. Hold the team accountable for any tardiness and any overtime accrued unnecessarily
• Collaborate with management on yearly reviews with the team
• Able to manage multiple projects and deadlines with support and resources as needed
• Perform other duties and special projects as assigned

1. Director of Account Services

• Work closely with management on functions relating to Core responsibilities
• Attend weekly meetings with management on issues concerns and updates with the team
• Collaborate with management on any disciplinary issues. Work with managers and HR on preparing EANS, Write ups and terminations if needed
• Attend development trainings, skills training or any additional courses management deems productive to the role
• Review forms, these are but not limited to:
  •  
  • Markdowns
  • Credits
  • RA’s and call tags
  • Move outs

             These forms should be filled out by the Account Services team and reviewed prior to signing off on

1. ATS

• Minimize oversold for your division (s)
• Work with production and sales team to resolve oversold when possible

1. Past cancels

• Become proactive and foresee any possible past cancels due to issues such as port delays and credit issues
• Run report daily and ensure your teams are working on their orders in a timely manner to reduce past cancels when possible

1. Production

• Utilize receiving logs and prioritize styles with your teams when necessary
• Review the ATS report and work with the team on subbing and moving around orders as needed. Work with production on identifying any potential issues such as orders not placed, meeting minimums and late deliveries

1. Warehouse

• Review daily issues logs with the team, answer any pending issues in a timely manner
• Work with logistics, production and compliance to prioritize containers based on division needs
• Work closely with routing team on any routing issues, allocations of goods, partial shipping of goods and pre-routing
• Work on any compliance issues

1. Chargebacks and Credit Department

• Work with the AR team on releasing orders in a timely manner
• Keep constant communication with Credit department on any chargeback related issues and provide documentation needed to confirm or fight chargebacks
• Bring to management any price adjustments, markdowns and credits for review to sign off.

1. Sales Reps

• Work with reps to optimize performance and growth in their areas
• Work with reps to improve customer satisfaction, returns and quality of AS experience.

Required Qualifications

• Minimum of 3-5 years experience in customer service
• Proficient in Microsoft Office Suite and ERP systems
• Excellent interpersonal, problem-solving, and organizational skills

The expected base salary for this position ranges from $65,000 - $70,000. Ranges are based on various factors such as relevant skillset, training, years of experience related to the current job description, education, and our organizational structure. In addition to the base salary, Steve Madden offers a competitive benefits package that includes health and dental insurance, life insurance, disability insurance, 401K, paid holidays, a generous paid time-off policy, and career opportunities within a dynamic team.

Salary : $65,000 - $70,000