Customer Service Representative

Descripción del puesto:

Présentation de l'entreprise - FRAME

FRAME is a modern fashion brand celebrated for its refined aesthetic and effortless approach to everyday dressing. Since its founding in 2012, FRAME has become synonymous with contemporary luxury rooted in quality craftsmanship and cultural relevance.

Bridging California's ease and Parisian sophistication, FRAME draws inspiration from the worlds of fashion, art, design, and lifestyle creating collections that capture a timeless yet modern sensibility. Beyond fashion, the world of FRAME continues to expand through meaningful cultural collaborations from hotels to auction houses, establishing the brand as a destination where style, creativity, and culture intersect.

Today, FRAME is recognized globally for its ready-to-wear, denim, and accessories, with more than 20 stores across North America, Europe, and Asia, and distribution through leading department stores and boutiques worldwide.

Description du poste

About the role:

Being part of the EMEA/APAC 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, ensuring on time deliveries and orderbook integrity.

Requirements and 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

Profil recherché

Skills & Qualifications:
* At least 2 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

What we offer:
* The opportunity to join a fast-growing fashion house.
* Employee discounts including partner brands
* Meal vouchers
* The chance to work alongside an international, dynamic, and motivated team.

Join the Frame team and help us deliver an unforgettable shopping experience that celebrates timeless style and modern living