At a Glance
- Tasks: Manage global orders and ensure top-notch customer service for a dynamic hair care brand.
- Company: Join Fable & Mane, a modern brand revolutionising the hair care industry with ancient beauty secrets.
- Benefits: Enjoy a creative work environment, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with excellent career progression in a supportive and inclusive culture.
- Why this job: Be part of a team that values innovation and empathy while making a real impact.
- Qualifications: 3+ years in customer service or order management; strong Excel and ERP skills required.
The predicted salary is between 36000 - 60000 £ per year.
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.
- 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.
- 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.
- 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.
- 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.
Customer Service & Order Management Coordinator in England employer: Fable and Mane
Fable and Mane is an exceptional employer that champions creativity and innovation within a vibrant work culture, making it an ideal place for those passionate about the beauty industry. Located in the UK, employees benefit from a collaborative environment that encourages personal growth and development, while also being part of a brand that values inclusivity and the rich heritage of ancient beauty secrets. With opportunities to engage with key accounts and contribute to global order management, team members can thrive in a role that is both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Order Management Coordinator in England
✨Join Supply Chain Meetups
Get yourself out there by attending supply chain meetups and industry events. It's a great way to meet fellow professionals, learn about trends, and maybe even hear about job openings before they’re posted online.
✨Show Off Your Skills on LinkedIn
Don’t just sit back and wait for opportunities! Post insights or articles on LinkedIn about supply chain challenges or solutions you’re passionate about. This not only showcases your expertise but can catch the eye of recruiters looking for someone like you.
✨Engage with Supply Chain Communities
Dive into online communities related to supply chain operations like forums or groups on Reddit and LinkedIn. Engaging in discussions can help you network, get advice, and you might even stumble upon some hidden job opportunities.
✨Apply through Our Website
When you spot a position at Fable and Mane, make sure to apply through our website directly. It's often the quickest way to get your application in front of the right people and show that you’re genuinely interested in the role of Customer Service & Order Management Coordinator.
We think you need these skills to ace Customer Service & Order Management Coordinator in England
Some tips for your application 🫡
Show Your Supply Chain Savvy:Make sure to highlight your relevant experience in supply chain operations. Whether it’s managing logistics or coordinating with suppliers, we want to see examples of how you've navigated the complexities of the supply chain. Concrete achievements, like reducing costs or improving delivery times, will definitely catch our eye!
Quantify Your Impact:When listing your previous roles on your CV, go for numbers! Mention percentages or actual figures where possible—like how much you've improved efficiency or reduced waste. It's all about showing us the tangible impact you've made in your past positions in supply chain operations.
Tailor Your Cover Letter:In your cover letter, don’t just regurgitate your CV. Instead, connect your experiences specifically to the role at Fable and Mane. Share why you're passionate about supply chain operations and how this full-time role aligns with your career goals—I mean, who wouldn’t want to hear that!
Research and Reflect:Before you apply, take some time to research Fable and Mane and its supply chain operations. Reflect on how your skills and experiences can fit into their operations. Being able to discuss their challenges and how you can contribute to solving them in your application will really make you stand out!
How to prepare for a job interview at Fable and Mane
✨Know Your Basics in Supply Chain Management
Make sure you've got a solid grasp of key supply chain concepts like demand forecasting, inventory management, and logistics. We could be quizzed on these during technical rounds, so brush up on any software tools commonly used in the industry like SAP or Oracle. This knowledge will help us show we can hit the ground running!
✨Show Off Your Analytical Skills
Prepare to discuss real-world scenarios where you've used data analysis to solve supply chain challenges. If you've got experience with tools like Excel or Tableau, get ready to talk about how you've used these to optimise processes or improve efficiencies. Employers love seeing that we can turn data into actionable insights!
✨Highlight Your Teamwork and Project Management Skills
In a full-time role, collaboration is key. Think of examples where you've worked on cross-functional teams or managed projects. Sharing how you navigated challenges while working with diverse groups will show that we can thrive in a dynamic environment like at Fable and Mane.
✨Research Specific Challenges Faced by Fable and Mane
Look into any unique supply chain challenges Fable and Mane might be facing, whether it's sustainability, supplier relationships, or global disruptions. Being prepared to discuss these topics shows that we're not only informed but also genuinely interested in how we can contribute to their success. That’s a big plus in any interview!
