At a Glance
- Tasks: Deliver outstanding customer service and manage retail orders for top brands.
- Company: Join Helen of Troy, a leader in innovative consumer products.
- Benefits: Enjoy competitive pay, flexible work, and employee discounts.
- Other info: Be part of a diverse team in a dynamic, growth-oriented environment.
- Why this job: Make a real impact while working with trusted brands like OXO and Hydro Flask.
- Qualifications: Experience in customer service and logistics; bilingual skills are 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, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere every day.
What you will be doing:
- The role will 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:
- 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.
- 2 plus years’ expertise in customer service B2B (within the FMCG space would be preferred).
- Authorized to work in the United Kingdom on a full-time basis.
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 in London employer: Osprey Europe Limited
Helen of Troy is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong focus on employee growth, we offer numerous opportunities for professional development and innovation within the fast-paced e-commerce landscape. Join us to be part of a team that values creativity and strategic thinking while driving impactful results across renowned brands like OSPrey and Hydro Flask.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Osprey Europe Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Osprey Europe Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Osprey Europe Limited:Your cover letter is your chance to shine! Tell us why you want to work at Osprey Europe Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Osprey Europe Limited!
How to prepare for a job interview at Osprey Europe Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
