Wholesale Customer Operations Representative

As Wholesale Customer Operations Representative your role will be to provide order capture, management, sales support & customer service to wholesale accounts in the UK or Germany, aligning with sales & operations teams to ensure the order to invoice process is accurate and timely. You’ll be responsible for process management of PO’s from customer’s/sales agents, through stock allocation to warehouse pick creation; ensuring on time dispatch, invoicing and query resolution.

Responsibilities

• Customer Correspondence
  • Build strong relationships with customers and sales agents through pro‑active communication.
  • Actively seek and identify opportunities within order book management to maximise sales, communicate opportunities with Sales team and customers.
  • Actively contact customers to encourage in‑season reorders (at once orders).
  • Give customers and sales teams up to date visibility of order book by providing product, stock and delivery information / updates.
  • Regular follow‑up of customer deliveries and orders, checking they were completed to full satisfaction.
  • Listen to feedback from the customers and pass on to the relevant departments.
  • Log any customer contact into Enterprise Resource Planning System (ERP) system.
• Order Book Control
  • Accurate order entry: including receiving, printing, keying and checking orders under the correct order type into NAV immediately when received.
  • Process order amendments and cancellations such as change of quantity, delivery date, colour to ensure the order book is accurate and up to date at all times.
  • Regularly generate, circulate and update the outstanding order report to ensure orders are re‑dated or cancelled and stock returned to FTS.
  • Liaise with Allocations Co‑ordinator on stock allocation to orders, working towards minimal number of deliveries per order to customer.
  • Liaise with the warehouse to ensure timely and smooth delivery of all orders.
  • Process RA’s as a result of returns, damages, shortages etc., following the Returns - Internal Procedure (UK).
  • Liaise with the warehouse to ensure timely and smooth collection of stock from customers for return.
  • Manage the prepayment process for all new and existing customers to ensure prompt delivery of orders placed.
  • Identify and contact customer accounts at their credit limit with orders pending to negotiate payment so pending orders can be released without delay.
  • Ensure all month end activities such as invoicing, RA’s, stock movements are completed correctly and on time.
• Internal Stakeholders
  • Build strong relationships through effective communication with immediate stakeholders such as Sales, Credit Control, Operations (including the warehouse) and ensure interdepartmental processes are followed to maximise efficiency.
  • Attend and actively participate in meetings held with internal stakeholders.
  • Regularly contact appointed Sales Representative/s to build a strong relationship and ensure customer communication is managed in a co‑ordinated and professional manner in accordance with the Rep Communication Guide.
  • Share product and customer information as appropriate with the Sales Representatives and the Customer Service Team.
• Reporting
  • Run frequent order reports in NAV to provide a meaningful analysis using Excel.
  • Provide full and accurate reports to be presented at the weekly S&OP meetings.
  • Pro‑actively keep up‑to‑date on the latest product developments and attend regular product training sessions.
  • Support with onboarding and training of any new team members.
  • Share best practice across the department and strive to optimise activities within your area of responsibility.
  • Ensure all filing is kept up to date and area is kept in a tidy manner.
  • Miscellaneous duties as and when requested by manager or colleagues including internal stakeholders, Sales Representatives, warehouse or customers.

The Person

• Must have proven, relevant experience of working in a high volume and fast moving customer service office environment.
• Exposure to Microsoft Dynamics NetSuite or another ERP system for Apparel & Fashion.
• Experienced user of Microsoft office applications e.g. Excel, Outlook, Word etc.
• People person, team player, self‑starter, self‑motivated with the ability to work autonomously under minimal supervision.
• Highly customer focused, thrives on exceeding customer’s expectations on an on‑going basis by anticipating and proactively addressing their needs.
• Can see the customer’s point of view whilst being able to balance this with the company’s commercial interest.
• Highly flexible, open to change and able to operate in a high pressure environment with many conflicting demands and continuous changes.
• Applies a “right first time” approach to every transaction.
• Willingness to go the “extra mile” for the customer and the company.
• Strives to solve issues using the quickest possible means of communication.
• Exceptional communicator with excellent verbal and written language skills.
• Brilliant problem solving skills, always following up and following through.
• Solid prioritisation and organisation skills, ability to manage several projects simultaneously.
• Excellent numeracy skills.
• An eye for detail and accuracy.

Benefits

• Product Allowance.
• Hybrid and flexible working hours (3 days per week in the office).
• Summer Fridays (6 ½ days in July and August on Fridays).
• A day off for your Birthday.
• 25 days holiday + Bank Holidays.
• Work from anywhere for 2 weeks.
• WorkPlace Nursery (salary sacrifice scheme to save money on your nursery fees).
• Wellbeing Program – Retail Trust, Sanctus Coaching and Calm App.
• Career development allowance (Personal allowance to use on career development).
• Private health care and or dental care (provided by AXA and DenPlan).
• Socials organised by Wellbeing and Feel Good group.

Equal Opportunities

FitFlop is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and supported. We welcome applications from people of all backgrounds, regardless of age, gender identity, sexual orientation, disability, neurodivergence, ethnicity, religion or belief, or any other characteristic protected by law. We actively encourage neurodivergent candidates and individuals with disabilities to apply. If you require any reasonable adjustments during the application or interview process, please let us know. We are committed to providing an accessible and supportive recruitment experience.