Fashion Wholesale Customer Service and Operations Manager

ZipRecruiter; Warwick; On-site; CAD 80,000 - 100,000; Full time

Job summary

Join a leading company in the apparel industry as a Wholesale Customer Service and Operations Manager. You'll spearhead customer service for wholesale accounts, driving operational excellence and leading a team through significant transitions. This managerial role emphasizes collaboration with sales and logistics to enhance processes while ensuring exceptional customer satisfaction.

Benefits

Company pension contribution

Company discounts

Company events

Career progression

Stability

Collaborative work environment

Modern Office

25 days holidays plus bank holidays

Discretionary bonus

Qualifications

• Senior-level experience in customer service and operations management in branded wholesale fashion.
• Proven team management and process improvement skills.
• Hands-on with order management and operational systems.

Responsibilities

• Lead day-to-day customer service operations for wholesale and e-commerce accounts.
• Oversee stock allocation, order fulfilment, and issue resolution.
• Build and develop a team of 7-8 people.

Skills

Customer Service Management

Team Leadership

Process Improvement

Operational Systems Management

Tools

ERP Systems

Job description

Job Description

We are looking for an experienced Wholesale Customer Service and Operations Manager from the apparel/footwear/fashion industry.

Role Purpose:

Lead the Customer Service & Operations function, ensuring excellent customer service for wholesale/key accounts and smooth operational execution. This includes account setup, credit control coordination, order processing, and close collaboration with the Sales team.

The role requires someone who can organize and structure the department, put processes in place, and lead a team through a period of transition as the business localizes the function from overseas to the UK.

Key Responsibilities:

Customer Service Leadership:

• - Lead day-to-day customer service operations for wholesale and e-commerce accounts.
• - Manage account onboarding, credit limits, and account setup in systems.
• - Ensure smooth processing of sales orders and communication with key accounts.

Operations Oversight:

• - Oversee stock allocation, order fulfilment, and issue resolution.
• - Act as the bridge between Sales, Customer Service, Finance (credit control), and Logistics.
• - Improve operational processes and customer touchpoints.

Team Leadership:

• - Build, structure, and develop a team of 7–8 people.
• - Create clear responsibilities and workflows.
• - Drive a culture of accountability and service excellence.

System & Process Management:

• - Ensure operational processes align with ERP and related systems.
• - Drive improvements in reporting, order tracking, and customer updates.

Collaboration:

• - Work closely with sales leadership and Group Operations.
• - Help transition the customer service function from overseas to the UK.

Additional Responsibilities:

• Manage orders, pricing, and invoicing for UK and key European customers (mainly Germany, France, Italy).
• Oversee shipping and sample orders, ensuring customers receive products on time.
• Handle purchase orders to factories and track deliveries.
• Keep systems and data up to date (ERP).
• Work with the team to monitor margins, stock levels, and sales performance.

Candidate Profile:

• Senior-level Customer Service and Operations Manager with experience in branded wholesale fashion industry.
• Proven experience managing teams and improving processes.
• Experience working with sales teams, credit control, and logistics.
• Hands-on with order management and operational systems (STYLEman ERP experience highly desirable, but not a must have).
• UK and European market experience
• Practical, organised, and able to lead in a changing environment.

Salary: Excellent salary plus discretionary bonus

Location: Watford, Herefordshire

Holidays: 25 days plus bank holidays

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

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