Sales Operation and Customer Service Manager

6 days ago

Huddersfield, United Kingdom Focus Brands Full time

Are you a customer service professional with a background in B2B operations seeking an exciting opportunity to work for a leading Sports & Fashion Brand Design House? We are a market leader in the design, sourcing, distribution, and promotion of high-profile brands, within the UK and International markets. Following a recent change in ownership and transformation of our business operation, we are actively recruiting talented individuals to join our newly relocated customer service team based at our HQ in Huddersfield. This is a unique opportunity to join our team at the start of this visionary journey, if you're ready to make your mark in a forward-thinking company and thrive in a collaborative environment, we want to hear from you. Join us in shaping the future of our growing brand and driving our financial success to new heights.

As the Sales Operation and Customer Service Manager, your primary responsibility is to work alongside and collaborate with the Head of Customer Service to assist in the process of delivering the businesses ambitious wholesale orderbook to retail and distributor partners globally.

You will work closely with the Head of Customer Service to manage and develop a growing team of Customer Service advisors, whilst assisting them to meet the specific needs of our customer base, ranging from global Key Accounts to our D2C post purchase customer service.

The role will also operate cross functionally with other key departments within the business to ensure the critical path timelines are met between Go to Market and final delivery to the customer.

Alongside the rest of the Customer Service team, you will oversee tasks including:

  • Ensuring customers are well-informed about supply statuses, promptly sending customer orders for warehouse picking, and ensuring the logistics team is fully briefed on customer requirements. Your performance will be measured against key benchmarks such as ensuring customer logistical needs are satisfactorily met, accurately processing sales orders with thorough checks against purchase orders, confirming delivery dates align with contract terms, and ensuring product packaging meets customer specifications.
  • Collaborating with Sales Account Managers to stay updated on relevant information, provide necessary reports, and coordinate with logistics to anticipate future work demands, facilitating necessary preparations by ensuring all required paperwork, information, and labels are provided.
  • Working alongside the Head of Customer Service to develop and maintain accurate monthly and seasonal forecasts that will be shared with senior management as well as the wider commercial and operation functions to review business budgets vs available to send, ensuring orders are delivered OTIF.
  • Working alongside the Head of Customer Service to improve and develop system capabilities, to allow for more efficient ways of working. Managing and maintaining key business reports and providing feedback on orderbook maintenance, reconciliation for both sales team and customer, and working with the wider supply chain team to consolidate orderbooks for vendor PO placement.

Hours of Work: Full Time, Permanent, Mon - Thur 8.45-17.00, Fri 8.45-16.00

Sales Operation and Customer Service Manager essential knowledge and experience:

  • 2-3 years in a similar management/team leader style role, where the delivery of wholesale goods has been central to your responsibilities.
  • Excellent administrative skills. Ability to work cross-functionally, liaising with peer groups across the business and adapting to evolution and change of process.
  • High level of attention to detail
  • High-level of organisational and planning skills with the ability to manage conflicting and competing demands effectively.
  • Fully Competent in using MS Office packages; Word/ Excel/ Outlook etc. Specifically advanced in Excel.
  • Self-motivated and committed to excellence.
  • Professional and customer focussed.
  • Reliable and trustworthy
  • Calm under pressure and comfortable in a fast-paced and ever-changing business environment.
  • Ability to work as part of a team.

Preferred Experience:

  • Bachelor’s Degree or Equivalent.
  • Prior experience working in the sportswear/fashion or manufacturing industry.
  • Previously worked with internal business management software such as ERP systems or similar order management systems. (E.G SAP/Oracle Net Suite/Microsoft Navision/Visual Access).

Company Benefits:

  • Up to 30 days holiday Our employees' get a competitive holiday allowance which increases by 1 day per year for each completed year of service, to a maximum of 30 days (FTE)
  • Free onsite parking
  • Early finish Fridays

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