Customer Operations Manager - Retail Fashion Footwear

Customer Operations Manager - Retail Fashion Footwear
100% Remote-Home Based + Meetings Notting Hill, London HQ
£30,000 - £40,000 (DOE) + Company Perks + Work from Home

Excellent career-development opportunity for a retail / eCom Ops candidate with wholesale customer services and logistics experience to join a celebrated fashion footwear brand.

We are a dynamic footwear brand that strives to create footwear with a purpose. We are a business focused on making a positive impact on our surroundings and a team that loves what we do, and has a can do culture. Selling in over sixty countries around the world through department stores, specialty stores, independent stores, and over thirty mono brand stores. With ambitious plans to grow further, every team member is tasked with making a difference.

We encourage a work hard, play hard culture, for every team member to thrive in. Every day we are demanding a better future for ourselves and our communities. We believe that diversity fosters creativity and accelerates innovation and that protecting our planet is a responsibility we all share.

We are currently hiring for a Customer Operations Manager.

The role-holder will be responsible for: 

+ Being the main point of contact for all Wholesale/Distributor/Travel Retail customers, and warehouse/logistics providers
+ Arrange and manage all shipping/logistics operations
+ Maintain, service and manage the supply chain, customer service, credit reporting, system functionality and administration for the customer base
+ Continuously review operations to ensure efficiency and exceptional service levels
+ Owning the relationship between the customer and the brand ensuring world class customer service levels are achieved and maintained
+ Ensure all orders are received on time per KPI’s and processed accurately to guarantee timely deliveries managing customer expectations
+ Managing Customer Services tickets on Zendesk from online customers
+ Managing and creating Product information including SKUs, EAN codes and Commodity Codes
+ Lead projects surrounding Warehouse System integration and automations

Responsibilities:

+ Managing customer services for the Brand; coordinating and communicating with customers on all aspects of their order book, including sales order entry & maintenance, supply chain and shipping/logistics
+ Gaining a deep understanding of the brand to enable cross-selling and up-selling wherever possible; potentially finding replacement styles for orders, supporting ad-hoc creation of Special Make Up programs, add backs and POS orders
+ Communicate and work cross functionally with Sales, Product, Finance, Demand Planning and Factory/Warehouse personnel.
+ Ensure orders are delivered on time and in full
+ Identify process improvements and support operational efficiency whilst managing customer expectations
+ Raise invoices, credits, debits and warehouse returns
+ Liaising with all ad hoc requests as required
+ Provide periodic shipment and Backlog reports based on delivery/credit status of a/c base and managing risk to the businesses shipment forecast.
+ Ensuring all customer queries are resolved in a timely manner

Knowledge, skills and abilities:

+ Experience essential in wholesale customer services and Logistics.
+ Familiar with Shipping terms and shipping process from China.
+ Advanced Excel skills.
+ Highly motivated, confident and organised individual.
+ Works well under pressure when working to tight deadlines.
+ Dear System, Zendesk and Shopify user experience preferred. 
+ Develops and uses collaborative relationships to facilitate the accomplishment of work goals.
+ Experience in the footwear industry is desirable
+ Maintains effectiveness when experiencing major changes in work tasks or the work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
+ Clearly conveys information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
+ Makes customers and/or consumers and their needs a primary focus of one’s actions; develops and sustains productive internal and external customer and/or consumer relationships.
+ Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or develops appropriate solutions; takes action that is consistent with available facts, constraints, and probable consequences.
+ Able to manage, plan and organize work in an effective and efficient manner.
+ Commits to achieving goals within guidelines and values of organization; drives continuous improvement in all organizational processes; tackles problems and requests for assistance directly and efficiently; follows through on commitments and meets deadlines; sense of urgency.

You may have worked in the following capacities:
Customer Operations Executive, Customer Support Executive, Account Manager, Wholesale Account Executive, Supply Chain Executive, Wholesale Merchandising, Wholesale Merchandiser, Fashion Account Executive, Trade Account Manager, Retail Distribution

Interested? Apply here for a fast-track path to the Hiring Manager

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.