At a Glance
- Tasks: Deliver outstanding customer service to retail partners and manage orders efficiently.
- Company: Join Helen of Troy, a leader in innovative consumer products.
- Benefits: Enjoy flexible work hours, employee discounts, and a competitive compensation package.
- Other info: Be part of a diverse and inclusive team that values your unique perspective.
- Why this job: Make a real impact while working with trusted brands like OXO and Hydro Flask.
- 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.
The role of Customer Service Specialist BtoB involves delivering 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.
- 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.
- Excitement about joining a mid-size yet growing company with fast-growing brands!
- 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!
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 in London employer: Helen of Troy
Helen of Troy is an exceptional employer, offering a dynamic work environment in the heart of London where innovation and collaboration thrive. Employees benefit from a strong focus on professional development, with ample opportunities for growth within a diverse and inclusive culture that champions creativity and strategic thinking. Join us to be part of a forward-thinking team that is dedicated to driving success across Europe, the Middle East, and Africa.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in London
✨Tip Number 1
Get to know the company! Research Helen of Troy and its brands like OXO and Hydro Flask. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your communication skills! As a Customer Service Specialist, you'll need to be an effective communicator. Role-play common customer scenarios with a friend to build your confidence and refine your responses.
✨Tip Number 3
Network, network, network! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and potentially lead to referrals, which can really boost your chances.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're proactive and serious about joining the team at Helen of Troy.
We think you need these skills to ace Customer Service Specialist in London
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. Plus, it’s super easy!
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 company.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you delivered outstanding customer service. Highlight situations where you resolved complaints or improved customer satisfaction, as this role is all about providing top-notch support to retail partners.
✨Familiarise Yourself with Order Management
Since the role involves managing customer orders and using ERP systems, brush up on your knowledge of order management processes. If you have experience with Oracle or similar systems, be ready to discuss how you've used them effectively in previous roles.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, challenges the department faces, or how success is measured in the Customer Service Specialist role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
