Customer Operations Specialist

This is a rare and fabulous opportunity to join one of the world’s leading makers and distributors of luxury Swiss made watches.

The role is to join their existing and growing Customer Operations team. The primary aim is to support the UK Customer Operations Group function in providing a first-class service to key retailers and independents. The main duties are:

Customer Support & Relationships

• Respond in a professional and timely manner to all customer requests received via customer portals, email and phone to ensure closure.
• Manage an assigned retailer set and back up other team members when required to support seasonal and workload peaks for all brands.

Order & Backlog Management

• Enter orders in SAP, ensuring SOX compliance and confirming orders.
• Drive backlog management to maximize fill rate and turnover for quarterly targets for assigned retailers for all brands.
• Work with Field Sales Team order management to ensure backlogs are always aligned to supply. Ensuring clear communication between the retailer, sales and the customer operations team at all times.

Logistics and Compliance

• Support the Finance team to co-ordinate consignment reconciliation exercises and other ad-hoc reconciliations for invoice disputes for assigned customers.

Sales & Marketing Support

• Distribute core range catalogues for new season and customer specifics.
• Work with marketing to ensure samples are provided by customers for new season launches.

Successful candidates will be able to demonstrate the following skills:

• Previous experience of working with both direct and end customers within a fast-moving and dynamic organization. (FMG or retail desirable)
• Exceptional customer facing and operational skills with the ability to demonstrate attentiveness, empathy and patience.
• Strong communication skills, both written and verbal with the ability to build relationships internally and externally.