Customer Service Specialist in City of Westminster

Responsibilities

• Deliver outstanding customer service for Osprey BtoB via email and telephone to retail partners, working closely with the regional sales team to identify risks, potential and relevant action.
• Ensure that customer orders are processed efficiently and accurately and delivered to customers within expected timescales.
• Support stock availability and price information requests primarily over email.
• Manage retail customer orders from inputting the order until the final invoice in Helen of Troy ERP system (Oracle) and send order confirmations to customers.
• Liaise with and support sales reps and agents regarding customer accounts, enquiries and order book issues.
• Provide and analyse customer performance data to sales.
• Process orders placed via the B2B system and input other manual orders.
• Record values of orders and cancellations on relevant internal logs.
• Assist the Senior Merchandising Specialist with order processing, depletion and administration.
• Amend customer orders to meet requirements, including cancellations.
• Deal with non‑conformity issues.
• Ensure appropriate carriage charges, discounts and product catalogues are applied to orders.
• Keep customer records up to date.
• Support sales reps and retail partners in identifying risks, potential and relevant action points to maximise conversion and overall performance, including attending recurring meetings.
• Compile weekly forecasts for the warehouses regarding expected releases in pieces and value.
• Provide detailed feedback to the CS Manager on any factor potentially affecting monthly or quarterly performance.
• Monitor 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.
• Support Supply Chain Outbound to ensure that customer delivery requirements are met; plan pallet splits (ship sets) based on transport method.
• Identify blocking issues (credit hold, cash in advance, stock availability, etc.) preventing order release to the warehouse, follow up actions and, if needed, escalate.
• Communicate with customers about deliveries and arrange 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.
• Generate shipping documents: pro‑forma invoices, picklists and returns.
• Manage VAS (Value‑added services) activities with the warehouse; keep up‑to‑date instructions and solve potential challenges, continuously looking for efficiency opportunities.
• Handle customer care and after‑sales: register customer complaints and investigate 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.

Qualifications

• 2+ years experience in B2B customer service within the FMCG space preferred.
• Knowledge of logistics, transportation and order management.
• Fluent in English (spoken and written); French a plus.
• Self‑starter who uses initiative, is a problem‑solver, an effective communicator, customer‑centric and results‑oriented.
• Degree or equivalent experience in Customer Service, B2B Sales, Logistics/Operations.

Benefits

• 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. We are committed to fostering an inclusive culture and encouraging candidates of all backgrounds to apply.