B2B Customer Support Executive

THG Ingenuity; Manchester; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join a leading digital commerce ecosystem as a B2B Customer Support Executive. You'll play a crucial role in processing orders and ensuring timely dispatch, working closely with various teams. The ideal candidate is organized, detail-oriented, and thrives under pressure. Enjoy a range of benefits including enhanced leave, career development opportunities, and wellbeing support.

Benefits

25 days annual leave plus bank holidays

Day off on your birthday

Enhanced maternity and paternity pay

Access to in-house GP and CBT therapist

Tech salary sacrifice scheme

Up to 50% staff discount on THG brands

Qualifications

• Experience in order management and customer service is beneficial.
• Ability to work under strict deadlines and pressure is essential.

Responsibilities

• Process B2B customer orders accurately for UK and international clients.
• Ensure timely dispatch and collaborate with various teams.
• Handle customer service requests and manage order reports.

Skills

Organization

Attention to Detail

Customer Service

Job description

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About THG Ingenuity

THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment.

Each product offers a unified solution to overcome challenges and connect brands directly with consumers. Our client portfolio includes globally recognized brands such as Coca-Cola, Nestle, Elemis, Homebase, and Procter & Gamble.

Location

Icon 1, WA15 0AF

About Central Functions

Central Functions is an essential part of our business, consisting of dedicated teams that ensure smooth operations—payroll, sourcing and delivery of materials, legal compliance, health, safety, and security.

The Operations Team and The Role

The Operations Team drives business efficiency through process improvements and data analysis, providing insights for positive change. Reporting to the Operations Manager, the B2B Customer Support Executive will ensure all B2B orders are dispatched timely. The ideal candidate will be well-organized with high attention to detail.

Responsibilities

• Accurate processing of B2B customer orders for UK and international clients
• End-to-end responsibility for timely dispatch within delivery lead times, collaborating with sales, warehouse, supply chain, and freight teams
• Troubleshooting aged orders
• Reporting shortages
• Resolving warehouse product issues
• Customer service—handling specific requests directly with customers
• Managing order reports and ensuring high OTIF (On Time In Full) performance

Requirements

• Working hours: 2pm-10pm
• Order management experience (desirable)
• Customer service experience (beneficial)
• High organization and attention to detail (essential)
• Ability to work under strict deadlines and pressure (essential)
• Understanding of incoterms (desirable)

Benefits

Career Development

• Access to bespoke development programs designed by our in-house L&D team
• Upskilling opportunities through our partnered training programs

Enhanced Leave

• 25 days annual leave plus bank holidays
• Day off on your birthday
• Enhanced maternity and paternity pay based on service
• Up to 10 days compassionate leave
• Buy back up to 3 days annually
• 2 days volunteer leave after 12 months

Wellbeing Support

• Access to in-house GP and CBT therapist
• 24/7 Employee Assistance Programme (EAP) via Bupa
• On-site gym and physio services

Other Perks

• Tech salary sacrifice scheme saving up to 12%
• Subsidized bus pass from Manchester City Centre
• Up to 50% staff discount on THG brands
• On-site staff shop and barber
• Referral bonus up to £1000
• Anniversary gifts at 5 and 10 years of service

Inclusivity and Application Process

THG Ingenuity is a proud Disability Confident employer. Please inform us of any reasonable adjustments needed during the interview process. We are committed to diversity and inclusion. We aim to respond to all applications within 14 days. For questions, contact our Talent team.