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B2B Customer Support Executive

2 months ago

Manchester, United Kingdom The Hut Group Full time

We’re a fast-moving, global technology group that specialises in taking brands direct to consumers. We’re home to a portfolio of leading brands and sites including Myprotein, ESPA, LOOKFANTASTIC, and Cult Beauty, all of which are powered by our fully integrated digital commerce ecosystem, THG Ingenuity.

We handle everything in-house, including technology, content creation, e-commerce, marketing, manufacturing, new product development, and logistics. This comprehensive approach ensures we can fully realise our vision and maintain our leadership in a rapidly evolving global industry.

About Central Functions

Central Functions is an integral part of our business, comprised of dedicated teams and individuals who keep our entire operation running smoothly. They make sure everyone gets paid on time, materials are sourced and delivered promptly, legal obligations are met, and our health, safety, and security are top-level.

About the Operations Team and the Role

The Operations Team drive the business through process improvement and timely interventions, to ensure that THG operates in the smoothest possible fashion. The team also provides insights via the collation and analysis of data to affect positive change within the wider business.

Reporting to the Operations Manager, the B2B Customer Support Executive will be responsible for ensuring all B2B orders are dispatched in a timely manner. To succeed in this role, the post holder will be well-organised and pride themselves on their high attention to detail.

Responsibilities:
  • Accurate processing of B2B customer orders for both UK and International customers.
  • End-to-end responsibility for the timely despatch of orders within agreed delivery lead times, working alongside sales, warehouse, supply chain, and freight teams.
  • Troubleshooting aged orders.
  • Shortage reporting.
  • Warehouse product issues.
  • Customer Service – dealing directly with customers on specific requests.
  • Managing the order report and ensuring OTIF is as high as possible.
Requirements:
  • Working hours 2pm-10pm.
  • Customer service experience - beneficial.
  • High level of organisation and attention to detail - essential.
  • Ability to work to strict deadlines and deliver under pressure – essential.
  • Understanding of incoterms - desirable.
Enhanced Leave
  • 25 days annual leave plus bank holidays.
  • Enjoy your birthday off on us
  • Enhanced maternity and paternity pay, depending on length of service.
  • Up to 10 days compassionate leave.
  • Buy back up to 3 days each year.
  • Access face-to-face and virtual appointments with our in-house GP.
  • Access our in-house CBT therapist.
  • Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
  • State-of-the-art on-site gym.
  • Access to our on-site physio.
Other Perks
  • Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
  • Subsidised bus pass from Manchester City Centre to our ICON office.
  • Up to 50% staff discount on THG brands.
  • On-site staff shop.
  • Access to on-site barber.
  • Referral bonus when you refer someone who passes their probation.
  • Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.

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