Customer Service

Customer Service & Order Management Coordinator

Department: Supply Chain & Operations

Reporting to: Head of Merchandising & Planning

Location: UK

ABOUT FABLE AND MANE

Fable and Mane is an innovative, dynamic, and modern hair care brand inspired by ancient Indian beauty secrets, using performance-led, potent ingredients in all its formulas. Created by two entrepreneurial siblings, Akash & Nikita Mehta, Fable & Mane has taken the beauty world by storm, revolutionising the hair care category to become one of the best-selling brands in Sephora.

What is it like to work at Fable and Mane?
We disrupt as we do
, constantly challenging norms to bring fresh ideas to life.
We are free to play
, fostering creativity and innovation in everything we do.
Our empathy unites us
, building strong connections within our team and with our community.
Our heritage fuels our future
, blending ancient wisdom with modern practices to inspire and drive our success. Together, we're crafting an inclusive space where everyone's story matters, and where we push each other to grow every day.

ABOUT THE ROLE

As
Customer Service & Order Management Coordinator
you will:

• Build and maintain strong relationships with Key accounts, ensuring orders are delivered accurately and within a timely manner.
• Lead the end-to-end global order management process for B2B and B2C channels and customer base.
• Collaborate closely with Commercial, Marketing, and Finance teams to align stock flow with brand strategy.
• Analyse performance, identify risks and opportunities, and ensure operational efficiency across all global markets.

WHAT YOU'LL DELIVER

This will include but not limited to:

Customer Service

• Responsible for management of global orders for all retailers in NA, UK, ME, India and future regions, including digital channels like Amazon B2B orders. Ensuring orders are processed on time and meet forecasts; pricing, quantity, timing per customer.
• Understand global and regional requirements for each customer and proactively highlights any risks based on inventory, shelf life, or not meeting financial objectives.
• Partner with Marketing Team to support key activities including activations, Mailers, Holidays, and special events.
• Partner with Accounts to translate orders to invoices for on time and accurate payments.
• Point of contact for all order management queries, from creation through to order fulfilment ensuring 98%+ on-time delivery
• Maintain order tracker, updating weekly to capture stock shipped, order dispatch dates and highlighting any risk to supply or customer service.
• Responsible for weekly order status connects with internal teams providing reports for weekly/monthly/quarterly/annual actuals vs forecasts.
• Provide troubleshooting assistance for customer orders and relevant problems while understanding best practices for shipping to key international regions.
• Respond to specific customers' requests to ensure excellent customer service and customer experience.

Stock & Inventory Management

• Daily stock level monitoring across US, UK, and EU ensuring 95%+ product availability
• Support Head of Merchandising on weekly stock replenishment plans by market ensuring optimal inventory levels aligned to sales velocity.
• Weekly inbound stock tracking reports identifying shortages, damages, and delivery variances with resolution plans.
• Support Head of Merchandising by highlighting risk and opportunity assessments flagging supply constraints, overstock situations, and market trends.
• Work with supply team to strategize excess stock clearance plans including markdowns, promotional recommendations, and liquidation timelines.
• Stay up-to-date with new products and launches.

Supply Chain & Logistics Operations

• Monthly 3PL performance scorecards tracking KPIs (order accuracy, fulfilment speed, damage rates).
• Ensure all fulfilment KPI's and SLA's are met to the required standard
• Work with Head of Merchandising to improve dispatch (WH+ Shared) KPIs (dispatch time, % non-ships % inc. shipments, returns processing time)
• Oversee RTV process
• Resolution and communication of issues raised by transportation, logistics, imports/exports and customs, escalating where required
• Liaise with warehouse logistics supporting with upcoming product launches including samples, GWP
• Assist efficiency of 3PLs (goods receiving, stock rotation, inventory), taking an active role in cooperation with Supply and Demand teams
• Weekly outbound logistics coordination across D2C, B2B, and retail channels.
• Assist with supplier batch-code management

Reporting & Documentation

• Responsible for daily and monthly departmental reporting on weekly orders statuses
• Supplier invoice tracking and approval ensuring on-time payment and preventing supply disruptions.
• Organise relevant import export documentation with Suppliers and Freight Forwarders
• Intercompany shipment documentation including commercial invoices, customs paperwork, and transfer pricing records.
• Vendor onboarding packages including relationship setup, system integration, and performance baseline establishment.
• Responsible for maintaining database and providing all required information to commercial team for all products, sets, samples, gifts with purchases, required for retailer forms.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree
• 3+ years' experience in customer service, order management, account management or logistics.
• Strong Excel and ERP skills (SAP preferred).
• Experience managing B2B & B2C global orders and 3PL partners.
• Excellent communication, organisation, and problem-solving skills.