Order Management Executive Customer Service · London ·

At Joseph Joseph we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide as well as our rapidly growing ecommerce channel.

We are looking for an energetic Order Management Executive to join the team. Someone who is passionate about working within a B2B Customer Service environment and will get the chance to build strong working relationships with our internal and external stakeholders; Sales Team, Finance, Operations, eComm & Customer Care teams plus Customers (retailers) and 3PL Warehouse. The Order Management Executive will be a subject matter expert in Joseph Joseph products, process, systems and customers.

What you will be doing:

• Timely and accurate processing of sales orders (submitted via multiple channels).
• Ensure adherence to customer specific requirements to ensure end to end compliance throughout the order to cash process and ensure these are communicated and followed.
• Monitoring of customer orders as they progress through the supply chain and resolve/escalate where necessary.
• Accurate production and supply of all documents related to the supply and/or export of customer orders.
• Build relationships with external and internal customers, ensuring they are updated with their orders progress.
• Timely response to all enquiry’s, working to achieve first contact resolution.
• Drive development of improved customer order process, service delivery and behaviours.
• Measure and report service metrics through accurate and consistent use of systems and analytics as required.
• Ensure service level standards and KPI’s are maintained to a high standard.
• Support the Head of Order Management in delivery of a world class customer experience.

What we need from you:

• Experience in a B2B customer service role working with retail customers is an advantage
• Organisational skills with the ability to prioritise and multitask effectively
• High attention to detail and a positive ‘can do’ attitude
• Have a passion for service excellence
• Proficiency with Microsoft Office applications and in particular Microsoft Excel (V-Lookups and Pivot Tables an advantage)
• Experience working with ERP applications such as NetSuite or SAP also an advantage
• Be an effective team player with a sense of fun

What you will get from us:

• Competitive salary and holiday allowance
• Company performance related bonus
• A pension contribution
• An exclusive staff discount
• 24/7 healthcare appointment support
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times
• External private employee wellbeing support
• Access to Perkbox
• Volunteer days
• Team Recognition scheme
• Training and Development
• Holiday carry-over scheme
• Season-ticket travel loan
• Cycle to work scheme
• Parental Leave support
• Holiday trading (buy/sell) and extra holiday days for long service

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