Customer Service Associate

Founded in 1976, Staff International is a Creative Production Platform, based on employees’ worth recognition, technological innovation, and sustainable practices, part of OTB Group.

With over 40 years of experience in the fashion industry, at the service of both OTB’s brands and international licensed labels, Staff International represents the soundest Made in Italy craftsmanship.

We ground creative visions on research and analysis to implement reliable knowledge in our complete production cycle. In an ever-changing fashion environment, our job keeps the highest standards of brand consistency, making flexibility and speed key features of complexity management. That’s how we design, produce and globally distribute collections working side to side with the most relevant personalities of the fashion scene - while taking care of content development and implementation, finely curated for every purpose, from media to commerce, from retail to metaverse.


As a key industrial platform for some of the labels in OTB’s portfolio,including Maison Margiela and its MM6 advanced contemporary line, Jil Sander, Marni and Diesel’s shoes, bags, and small leather goods division, Staff International also works under an exclusive worldwide license with Dsquared2 and Koché.

Job Summary

Exercises discretion and independent judgment in the day to day management over customer accounts from order entry through shipping. The main focus of this job role is the performance of activities directly related to the running of the Customer Service department supporting areas of Wholesale and Logistics for the brands Dsquared2, Just Cavalli, Koché. 


Job Description


Role and Responsibilities


Functional Planning

  • Plans day to day and annual work flow
  • Establishes priorities and objectives
  • Determines resources and equipment required in function to enable objective achievement. Submits requests for resources as required.


Customer Services Responsibilities

  • Order Entry: Initial Orders (Special Projects), Reorders and Off Price
  • Accountable for timely shipping of products each season by communicating with the warehouse and logistics team to ensure orders are shipped complete and on time. 
  • Performs daily entry and tracking of initial orders and reorders.
  • Manages customer relationship as it relates to shipping by preparing, proofing and updating all orders with PO numbers, ship dates and cancellations.
  • Reconciles order books for each account (i.e. updating quantities and ship windows, removing any orders that are cancelled or delayed due to production.)
  • Manages process for bounced boxes, including creating and maintaining RAs and Exceeding Unit Log, determining if product can be reshipped or if credit should be issued.
  • Alert sales of poor fill rates`
  • Performs all other duties and special projects assigned.


Partnerships & Collaboration

  • Communicates with buyers/owners on all customer issues, i.e. shipping, order discrepancies, return authorizations, adjusting customer profiles with changes (Flat Pack Shipping vs Hanging Garment Shipping, Express Saver vs Economy Shipping, etc…).
  • Supports various sales team efforts such as preparing for Market appointments by compiling by-client shipping reports and discussing any delays in shipping or total number of units ordered versus what will ship on time; discuss all of this in advance of Market with Sales Team before they are presenting this info directly to clients.
  • Builds and maintains relationships with internal cross-functional teams and external business partners.
  • Partner with Finance team to address credit issues and credit related chargebacks



  • Problem Solving
  • Adaptability
  • Planning
  • Learning Orientation.
  • Performance Management.
  • Leadership.
  • Communication Proficiency.

Preferred Skills

  • 4-year degree and/or equivalent combination of work experience.
  • Advanced knowledge of Excel (ex: pivot table knowledge)
  • 2+ years experience ideally working with Major Department or Specialty stores
  • Easily able to partner and collaborate with internal teams
  • Knowledge of ERP systems (ex: Stealth/AS400/Oracle)
  • Knowledge of POS systems (ex: Retail Pro)
  • Working with EDI transmissions
  • Knowledge of QRS and Inovis catalog  


Expected salary: $60,000




New York, US

Employment Type:  Full time
Function:  Sales
Seniority:  Professional