Wholesale Customer Support Coordinator

Triple Wimbledon champion Fred Perry founded his brand in 1952. Today, Fred Perry is a global community of over 370 employees, all inspired by the Laurel Wreath and what it represents.

PURPOSE: You will be a key contact for your designated market, providing valuable information and communication to our wholesale partners across all your allocated areas. Responsible for supporting key accounts as well as working closely with internal and external stakeholders such as business development, logistics, warehouses, merchandising and credit departments to proactively eradicate any issues and ensure the timely flow of goods to and from our wholesale account partners. Good working knowledge of different markets, shipping procedures & retail quarters & functions.

KEY RESPONSIBILITIES:

• Ensure all orders are entered onto our system accurately by the given deadlines, giving support to your colleagues where necessary. Proactively follow up with Business Development Managers or customers to obtain orders and process the order entry by the Fred Perry deadlines for order placement.
• Send order acknowledgements through to the Business Development team & wholesale partners to review seasonal orders, highlighting any anomalies.
• Maintain sales orders by actioning the redating, cancelling of styles/orders, and the deletion of withdrawn styles to ensure the system is up-to-date and accurate, notifying the customer where necessary.
• Ensure you are aware of Blank Canvas & Collaboration products, along with their corresponding orders for your area, to organise shipments in time for specific launch dates.
• On receipt of customer ASNs, validate these against the original sales order and highlight any discrepancies to the BDMs or customers.
• Update orders with new address and price details as required.
• Send customers order reports to give visibility of those outstanding.
• Highlight to customers and BDMs any orders that have not been called in and provide necessary info and pressure to achieve delivery.
• Liaise with customers and any corresponding departments to resolve customer queries or provide information as requested.
• Maintain a strong relationship with customers and markets by email, phone/video meetings and reporting with key callouts.
• Understand how stock is held within the business to allocate stock to fulfil orders and meet customer expectations. This will include seasonal transfers to minimise the effects of shortfalls for the customer.
• Action planning shortfall & warehouse change reports in a timely manner.
• Noting shortfalls in styles and delayed availability on weekly reports and sharing this information with BDMs and customers.
• Liaise with Logistics, Planning and Production to ensure the warehouse/factories are notified about the customer’s specific labelling, packaging, and delivery requirements.
• Collaborate with logistics and customers to secure suitable delivery bookings in line with required delivery dates and customer booking processes.
• Work with the logistics team to prepare export shipping documentation, including invoices, packing lists and pro forma invoices.
• Create & manage consignments based on customer requirements such as volume and share with relevant warehouses to achieve delivery/collection expectations.
• Work on shared warehouse reports to track and action stock dispatch.
• Collaborate with warehouses to thoroughly investigate any shortages, overages or missing cartons.
• Provide returns authorisation codes to customers as required in line with Fred Perry agreed parameters, seeking appropriate authorisation when necessary.
• Monitor and update the returns monitor and raise credit notes accordingly.
• Work with credit control and BDMs to review orders for shipment and rephase orders where necessary in line with customer credit availability.

ADDITIONAL REQUIREMENTS:

• Understand the concept of an EDI system and process call-off orders, produce supporting documentation and assist with catalogue set-up as part of the additional services required to support our customers.
• Work with the BD coordinators to compile product information required by customers.
• Attend and contribute to meetings with brand partners, customers, warehouses and internal departments as required.
• Contribute to maintaining a shared mailbox.
• Provide support to team members and cover for holidays and undertake any duties that are assigned to you that fit your skill set.
• Participate in ongoing training to broaden your knowledge of Fred Perry processes.
• Provide updates to your line manager or other colleagues within the business on relevant developments with customer orders, requirements, requested changes to procedure, etc., proactively offering suggestions on solutions where possible.
• Apply for COO certificates as required from the consulate/vendors if applicable to your customers.
• Send pick and progress reports to any partner warehouse that does not have access to our internal systems.

THE PERSON:

• Excellent communication skills (written and verbal) and relationship development with internal and external stakeholders.
• Effective and proactive problem solver.
• Ability to prioritise tasks and be self-organised.
• Excellent attention to detail.
• Process driven.
• Experience in Microsoft products, including Excel.
• Must be able to work independently as well as being a team player.
• Previous experience within the wholesale/logistical environment is advantageous.

HOURS: We actively encourage our teams to have a good work/life balance, and so we are pleased to offer flexible working shifts at Fred Perry HQ. Our core shift hours are from 10am to 4.30pm, so employees can choose to start and finish early or start and finish late. (i.e., work 8:00am-4:30pm or 10:00am-6:30pm, etc.). We also have a 30-minute early finish on Fridays. As we continue to work in a more flexible way, the Head Office acts as a brand hub, where we can all connect and collaborate with one another. This role is a mix of office-based (London) and remote working. We will expect the employee to come into the office regularly for face-to-face meetings and to work alongside their team on collaborative projects.

BENEFITS: We are proud to offer a wide range of benefits to all our staff and continue to reassess what our community needs from us to thrive. We don’t want to be a good company to work for; we want to be a great one. Here are some things we currently offer:

• Annual performance-related bonus.
• Competitive salary.
• Generous staff discount and regular sample sales.
• Generous pension scheme with 8.5% company contribution.
• Option to buy an extra 5 days holiday annually.
• Enhanced maternity and paternity packages.
• Life insurance.
• Private healthcare.
• Cycle to work scheme.
• Early finish Fridays.
• Season ticket loan.
• Additional benefits with long service.
• 25 days of annual leave plus bank holidays.
• Annual birthday vouchers.
• EAP.
• Social Events.

We actively welcome applications from people of all different backgrounds. Your CV will be submitted to hiring managers with all personal details hidden to ensure anonymity.