Customer Service Executive

2 weeks ago

London, Greater London, United Kingdom Provallar Executive Search Full time

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Helping CXOs Develop their careers and teams

Our client, a global sportswear brand, is seeking a Customer Service Executive to join their high-performing commercial operations team.

This role is ideal for someone who thrives in a fast-paced environment and is passionate about delivering excellent service to wholesale customers across key markets. You'll work closely with sales, logistics, and warehouse teams to ensure seamless order processing, delivery accuracy, and exceptional client communication.

The position requires a proactive mindset, attention to detail, and strong cross-functional collaboration skills — with the ability to manage multiple customer touchpoints, support fulfilment planning, and problem-solve quickly and efficiently.

Key Responsibilities

Order Entry and Accuracy

  1. Accurately input and maintain customer orders within internal systems, ensuring all information is correct to avoid delays or errors.
  2. Raise order confirmations, invoices (commercial/proforma), and ensure full documentation for international shipping.
  3. Support order allocation based on stock availability and customer priorities.
  4. Liaise with warehouse teams to monitor fulfilment, picking, and packing progress.
  5. Track shipments and coordinate timely dispatches to meet service level expectations.

Customer Communication & Relationship Management

  1. Communicate proactively with B2B customers regarding order status, shipping schedules, and any delivery updates.
  2. Manage returns and exchanges for incorrect or faulty deliveries.
  3. Provide images, product details, and information on request.

Cross-Functional Collaboration

  1. Work closely with sales, buying, logistics, and finance to ensure customer satisfaction and smooth internal workflow.
  2. Assist with updating customer portals, internal guides, and CRM tools.

Continuous Improvement & Performance Support

  1. Monitor key KPIs such as order fulfilment rates, delivery timeliness, and customer feedback.
  2. Flag recurring issues and help identify opportunities for process improvements.
Candidate Profile

Experience & Background

  1. 1–3 years of experience in customer service, sales admin, or wholesale support—ideally within the fashion, retail, or lifestyle sector.
  2. Previous exposure to international B2B customer accounts, working with sales, warehouse, or logistics teams.
  3. Familiar with customer platforms, order tracking tools, and working in a multi-channel, fast-paced business.

Technical Skills

  1. Confident working with systems such as SAP, Magento, NUORDER, Shopify, or similar order/inventory tools.
  2. Skilled in Microsoft Excel, data entry, and communication via email/CRM.
  3. Comfortable updating product info and assets in customer portals.

Languages & Communication

  1. Strong communicator — clear, friendly, and professional in all customer interactions.

Personal Qualities

  1. Organised, hands-on, and resourceful with strong attention to detail.
  2. Calm under pressure and enjoys solving problems quickly and effectively.
  3. Positive, team-oriented, and curious to learn.
Seniority level

Associate

Employment type

Full-time

Job function

Administrative, Customer Service, and Other

Industries

Retail Apparel and Fashion, Wholesale Apparel and Sewing Supplies, and Wholesale Footwear

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