Customer Service Representative

OVERVIEW: The XÍRENA Customer Service Representative plays a vital role in supporting the brand’s

wholesale business. This position serves as a key point of contact between Xirena’s internal teams,

external sales showrooms, wholesale accounts, and logistics partners. The CSR is responsible for

ensuring the smooth and accurate processing of wholesale orders from entry through fulfillment.

ESSENTIAL DUTIES & RESPONSIBILITIES (Other duties may be assigned)

Order Entry and Audit
• Assist in entering and overseeing wholesale orders into the ERP system in alignment with brand,
pricing, and delivery requirements.
• Audit orders for accuracy, including styles, quantities, pricing, terms, and shipping windows.
• Ensure all orders meet factoring compliance standards prior to submission.
• Identify and resolve discrepancies in collaboration with sales representatives and showrooms.
Factoring and Credit Approval
• Prepare and submit orders for factoring approval.
• Review customer credit status and coordinate approvals with factoring companies and internal
finance teams.
• Maintain accurate records of credit limits, approvals, and exceptions.
• Communicate credit-related issues or delays to the client and the showroom in a timely manner.
Sales Support and Shipping Coordination
• Act as the primary liaison between internal teams, external showrooms, and the shipping
warehouse located in the Netherlands.
• Support showroom order flow during market periods and reorders.
• Monitor order status and proactively communicate updates to relevant parties.
Customer Communication and Relationship Management
• Build and maintain strong working relationships with showrooms, sales representatives, and
wholesale accounts.
• Handle customer concerns or issues with professionalism and a solutions-oriented approach.