Customer Service Specialist

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®, and Revlon®. 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.

Position: Customer Service Specialist BtoB

Department: Operations / Customer Services

Work Location: London

Role Type: Full time, Permanent

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 escalate 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!

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.