At a Glance
- Tasks: Deliver exceptional customer service and manage retail orders for top brands.
- Company: Join Helen of Troy, a leader in innovative consumer products.
- Benefits: Competitive pay, flexible hours, employee discounts, and growth opportunities.
- Other info: Dynamic work environment with a focus on inclusion and personal development.
- Why this job: Be part of a diverse team making everyday lives better with trusted brands.
- Qualifications: 2+ years in B2B customer service; logistics knowledge is a plus.
The predicted salary is between 30000 - 40000 £ per year.
Join our team at Helen of Troy and make an immediate impact on our trusted brands: OXO®, Hydro Flask®, Osprey®, Braun®, PUR®, Vicks®, Honeywell®, Hot Tools®, Drybar®, Curlsmith®, Revlon®, Olive & June®. Together, we build innovative and useful products that elevate people's lives everywhere every day. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion.
What you will be doing:
- Deliver outstanding customer service for Osprey BtoB (via email & telephone) to retail partners, working closely with the regional sales team to identify risks, potential and relevant action.
- Ensuring that customer orders are processed efficiently and accurately and delivered to customers within expected timescales.
Key Responsibilities:
- Supporting stock availability & price information requests primarily over email.
- Managing retail customer orders from inputting the order until the final invoice in Helen of Troy ERP system (Oracle) and sending order confirmations to Customers.
- Liaising with and supporting sales reps and agents regarding customer accounts, enquiries and order book issues.
- Providing and analyzing data and customer performance to sales.
- Processing orders placed via the B2B system and inputting other manual orders.
- Recording values of orders and cancellations on relevant internal logs.
- Assisting Senior Merchandising Specialist with order processing, depletion and administration.
- Amending customer orders to meet requirements (including cancellations).
- Dealing with non-conformity issues.
- Ensuring appropriate carriage charges, discounts and product catalogues are applied to orders.
- Keeping customer records up to date.
- Supporting sales reps and retail partners in identifying risks, potential and relevant action points to jointly maximise conversion and overall performance, including attending recurring meetings.
- Compiling weekly forecasts for the warehouses as to what we expect to release in pieces and value.
- Providing detailed feedback to CS Manager on any factor potentially affecting monthly or quarterly performance.
- Monitoring orders pre season or otherwise on the system daily, ensuring they are passed to the warehouse at the appropriate time to meet customer delivery dates and shipping targets.
- Supporting Supply Chain Outbound to ensure that customer delivery requirements are met.
- Planning pallets split (ship sets) based on transport method.
- Identifying any blocking issue (credit hold, cash in advance, stock availability, etc.) preventing order from being released to warehouse, follow up actions and escalating if needed.
- Communicating with customers about deliveries; arranging booking slots if required.
- Monitor order preparation and collection to ensure they are completed on time and to the required quality standards, maintaining close communication with the 3PL partner to secure successful delivery.
- Generation of shipping documents: pro-forma Invoices, picklists, and returns etc.
- Manage VAS (Value-added services) activities with the warehouse.
- Keep up-to-date instructions and solve potential challenges, continuously looking for efficiency opportunities.
- Customer Care / After Sales, registering Customer complaints and investigate them with warehouses (missing quantity, damages, wrong delivery address, etc.).
- Provide timely order updates to customers, proactively flagging any changes, and resolve complaints promptly with effective solutions and follow‑up.
- Monitor on‑time deliveries and support business to reach monthly sales results.
Skills needed to be successful in this role:
- 2 plus years’ expertise in customer service B2B (within the FMCG space would be preferred).
- Knowledge in logistics and transportation and order management.
- Fluent in English (spoken and written), French a plus.
- A self-starter who uses their own initiative, a problem solver, and effective communicator that is customer centric, and results orientated.
Minimum Qualifications:
- Degree or equivalent experience in Customer Service, B2B Sales, Logistics/ Operations.
What do we offer?
- Competitive compensation package depending on experience and skills.
- Flexible work policy with regards to working hours and work from home.
- Increased flexi-days package after 1 year of service.
- Perkbox.
- Modern office with collaborative workspaces.
- Employee assistance counselling line.
- Employee discounts on all our EMEA products.
- Lunch and Learns.
- Company closure between Christmas and New Year’s.
- Employee Stock Purchase Plan.
- The chance to work in an international, diverse, and inclusive environment!
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.
Customer Service Specialist employer: Helen of Troy
At Helen of Troy, we pride ourselves on being an excellent employer, offering a dynamic work culture that values diversity and inclusion. Our London office provides flexible working arrangements, competitive compensation, and numerous opportunities for professional growth, all while being part of a team that is passionate about enhancing everyday lives through our trusted brands. Join us to make a meaningful impact in a supportive environment where your ideas are valued and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Get to know the company! Research Helen of Troy and its brands like OXO and Hydro Flask. Understanding their values and products will help you tailor your conversations during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your customer service skills! Since the role is all about delivering outstanding service, think of scenarios where you've solved problems or helped customers. Be ready to share these examples in your interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the team at Helen of Troy. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your relevant experience in B2B customer service and logistics, as this will show us you understand what we're looking for.
Show Your Enthusiasm:We love seeing candidates who are genuinely excited about joining our team! In your application, let us know why you're passionate about customer service and how you can contribute to our mission of making everyday lives better.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your skills and experiences shine through without any fluff!
Apply Through Our Website:Don't forget to submit your application through our official website. This ensures that we receive your details directly and helps us keep track of all applications efficiently.
How to prepare for a job interview at Helen of Troy
✨Know the Brands
Before your interview, take some time to research Helen of Troy and its brands like OXO and Hydro Flask. Understanding their products and values will help you connect your answers to what they stand for, showing that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've excelled in customer service, especially in a B2B context. Highlight how you resolved issues, managed orders, or improved customer satisfaction, as this will demonstrate your fit for the Customer Service Specialist role.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to order management or customer complaints. Practice responding to these scenarios by outlining your thought process and the steps you would take to resolve the issues effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, company culture, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
