Customer Retail Operations Executive - British Fashion Footwear Brand

Customer Retail Operations Executive (eCommerce) - British Fashion Footwear Brand
Notting Hill
£22,000 - £26,000

++ Do you have the skills to provide a world class customer experience for one of the most exciting fashion footwear brands around? ++

About the brand:

Do you ever feel like years go by like months, weeks like days and hours like seconds?

Everyone knows that time flies when your having fun. But we say... time just flies. 

Life. Moves. Fast.

So grab it, do something new, don't let it pass you by.

This movement was started in London by 4 friends in 2007 when one lost a bet. Today we make footwear for women who go from work to play. One of the fastest growing companies in the UK and truly a global brand we sell our world class footwear in 60+ countries.

If you like a fast paced entrepreneurial environment, the idea that work can be fun and that you can make a real difference - then this is the place for you.

The Customer Operations Executive Role:

+ Owning the relationship between the customer and the brand ensuring world class customer service levels are achieved and maintained.
+ Responsibility for the full end to end process - order placement, order book management, stock allocation, delivery, import/ export, aftersales, any value added service requirements, reporting & relevant communications with customers.
+ Communicate and work cross functionally with Sales, Product, Finance, Demand Planning and Supply Chain teams
+ Ensure orders are delivered on time and in full 
+ Identify process improvements and support operational efficiency whilst managing customer expectations

Areas of the business you'll get involved in:

Commercial:

+ Gain a full understanding of your market and customers, their needs and how they work. To use this information to work with the Sales teams to maximise opportunities
+ To gain sufficient product knowledge to enable upsell of free stock and swap sells where an order opportunity arises via a customer, demand planner or sales team

Customer Experience:

+ Provide world class customer service and build strong relationships with all customers through regular proactive contact by email, phone & in person, attending sell ins, and review meetings to support business development
+ Ensuring all customer queries as well as claims are fully investigated and resolved in a timely manner, involving Sales, Warehouse, Finance, Supply Chain, and Product where necessary 
+ Communicate effectively between departments to drive improved efficiency and increase the service level
+ Identify potential problems and solutions required to manage Customer OTIF
+ Review and provide recommendations for continuous improvement that meet customer needs.
+ Ensure customers have all marketing and regional supporting merchandise prior to initial seasonal deliveries
+ Working within agreed service levels, striving to exceed customer expectations wherever possible 
+ Assisting in documenting any customer requirement information and process maps clearly and to the agreed standards

Sales Order Management:

+ Ownership of the sales order process end to end. 
+ Working cross functionally with Supply Chain, Finance, Sales and Warehouse to help achieve on time in full delivery to customers by ensuring goods are flowing through the supply chain process smoothly and efficiently
+ Creation and maintenance of the order forms and order entry via SAP 
+ Managing all key activities and actions involved in processing an order to the satisfaction of the customer
+ Process cancellations, returns, credits, and invoices.
+ Working with Supply Chain to manage individual customer requests – packing requirements, SMU’s, Carry Overs and any Value Added Services 
+ Support sales as required by identifying appropriate alternatives to products that may be unavailable
+ Ensure acknowledgements and confirmations are sent to all customers for all orders and regular order books are sent out to customers and Sales teams highlighting any potential opportunities or challenges asap
+ Communication of customer pricing, amendments to the range, order book delays / changes and free stock opportunities
+ Ownership of customer delivery dates and managing communication of these and any potential issues in a timely manner to the customer and Sales team.
+ Liaise with the Supply Chain, Warehouse and Shipping regarding PO shipments, pre-retailing, booking in and dispatch of orders.
+ Ordering of Salesman samples, ensuring customers are updated on their progress and that they are shipped on time

Reporting and Data Management:

+ Ability to interrogate and source information from SAP and present this internally or externally in a concise user friendly manner
+ Provide relevant free stock information to the wider team and external customers as & when necessary
+ Ensure seasonal reporting and back orders are regularly monitored 
+ Provide constantly updated Sales and Order book information, a record of customer returns and refunds, information on billing and payments and order processing activity internally and externally as relevant
+ Provide regular rescheduling reporting on date changes in SAP to Sales team
+ Work closely with the demand planner to analyse sell through data and proactively use this data to increase opportunities for the business

Credit Management:

+ Deal with opening and administration of new accounts
+ Meet regularly with the Finance team to identify any potential issues with customer’s payments and credit limits
+ After each buy, assess the order book for any credit limit issues and manage these well in advance of the delivery season
+ Ensure pro-forma invoices are sent to customers in time for preparation to dispatch orders
+ Ensure credit application forms are dispatched & receipted 

Needs to Know:

+ SAP experience
+ Advanced Excel skills
+ Experience in building strong commercial relationships with customers and key stakeholders
+ Understanding of Supply Chain dynamics
+ Order book management experience
+ Customer service experience
+ Direct Customer contact and problem solving experience
+ Experience in the footwear industry is desirable
+ Advantageous but not essential: Experience of International Customer Service with distributors

About You:

+ A team player, capable of thinking and working cross functionally
+ Organised, self-motivated and able to prioritise own workload and multi task to meet tight deadlines
+ Highly enthusiastic, pro-active and results focused
+ Resilient and tenacious
+ Sound mathematical, analytical and problem solving skills.
+ Strong attention to detail
+ Confident and professional
+ Dedicated to maintaining high standards & accuracy
+ Focused on high performance and continuous improvement
+ Excellent interpersonal and communication skills – verbal and written
+ Advantageous but not essential: Fluent in German, Spanish, Japanese, or Mandarin

You may have worked in the following capacities:
eCommerce Customer Support, Retail Customer Care, Online Customer Care Agent, Web Customer Experience Advisor, Retail Supply Chain Assistant, Stock, Demand Planning.

Interested? Just Apply Below...

In 2005 we ripped up the rule book to deliver a recruitment agency experience that makes everyone feel just that little bit happier. By applying you consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. Good luck, Team RR.