Wholesale Customer Service and Operations Manager

Our client, a prestigious luxury fashion brand based in the UK, is seeking to hire an experienced Wholesale Customer Service and Operations Manager.

As the Customer Service and Operations Manager, you will oversee the entire order management process, ensuring timely and accurate processing of sales orders from key accounts, including European distributors. Your responsibilities include managing pricing strategies, coordinating sample orders, processing purchase orders, generating invoices, and arranging shipping logistics. You'll maintain data integrity in the ERP system and conduct margin analysis to support pricing negotiations. Regular reporting on sales and stock levels will aid strategic decision-making, and collaboration with suppliers and logistics partners will be essential for efficient product delivery and customer satisfaction.

Roles and Responsibilities:

• Order Management: Oversee and confirm sales orders from key accounts, including European distributors, ensuring accuracy and timely processing.
• Pricing Administration: Manage Free-On-Board (FOB) pricing and selling prices in GBP, USD, and EUR for each customer to optimize profitability.
• Sample Order Management: Coordinate the maintenance and fulfilment of sample orders to meet customer needs.
• Purchase Order Processing: Create and issue Purchase Orders (POs) to factories, ensuring alignment with inventory and demand.
• Invoice Creation: Generate and distribute invoices for distributors, maintaining accuracy in billing and payment terms.
• Shipping Coordination: Arrange shipments for all Free-On-Board customers, ensuring timely delivery and compliance with regulations.
• ERP System Management: Upload and maintain all order information accurately in the ERP system to ensure data integrity and accessibility.
• End-to-End Management: Oversee the entire process from Purchase Order to delivery to the customer, ensuring smooth operations and customer satisfaction.
• Margin Analysis: Prepare margin sheets to support pricing negotiations with both factories and customers, enhancing profitability.
• Sales and Stock Analysis: Conduct regular analysis of sales order data, inventory levels, and free-to-sell stock, providing weekly, monthly, and seasonal reports to management for strategic decision-making.
• Collaboration: Work closely with suppliers, manufacturers, and logistics partners to ensure timely and efficient delivery of products.

Skills and Experience Required:

• Industry Experience: Relevant experience in the fashion wholesale industry.
• Problem-Solving: Strong confidence in identifying issues and suggesting practical improvements while remaining calm under pressure.
• Creativity and Proactivity: Ability to think creatively with a proactive, can-do attitude.
• Self-Motivation and Teamwork: Self-motivated, capable of managing one’s own workload while being an effective team player.
• IT Proficiency: Highly competent in IT skills, particularly in Outlook, Excel (including pivot tables and VLOOKUPS), Word, and PowerPoint.

Salary: Excellent salary plus discretionary bonus

Location:  London.

Holidays: 25 days plus bank holidays

Other perks: Company pension contribution, Company discounts, company events, etc.

Career progression, Stability, Collaborative work environment, Modern Office.