B2B Customer Support Executive

THG; Manchester; On-site; GBP 22,000 - 30,000; Full time

Job summary

Join a dynamic global ecommerce group dedicated to excellence in beauty and sports nutrition. As a B2B Customer Support Executive, you will play a crucial role in ensuring timely order processing and dispatch, working collaboratively with various teams. This position offers a chance to develop your career through bespoke training programs while enjoying a range of benefits that prioritize your wellbeing and work-life balance. With a commitment to diversity and inclusion, this is an exciting opportunity to contribute to a thriving organization that values its employees.

Benefits

25 days annual leave plus bank holidays

Enhanced maternity and paternity pay

Access to on-site gym

Up to 50% staff discount on THG brands

Salary sacrifice scheme for personal tech

Subsidised bus pass

Access to in-house GP

Volunteer leave after 12 months

Anniversary gifts for long service

Referral bonus for successful hires

Qualifications

• Must be well-organised with a high attention to detail.
• Ability to work under pressure and meet strict deadlines.

Responsibilities

• Process B2B customer orders accurately for UK and International customers.
• Ensure timely dispatch of orders and manage order reports.

Skills

Order Management

Customer Service

Attention to Detail

Time Management

Understanding of Incoterms

Job description

About THG

We are THG, a global ecommerce group on a mission to be the global online leader in beauty and sports nutrition.

Our portfolio of leading retailers and brands such as LOOKFANTASTIC, Myprotein, ESPA, Perricone MD, and Cult Beauty form our two core businesses: THG Beauty and THG Nutrition.

From Manchester to New York, we're powered by a team of over 2500 people who work together, lead by example, and think BIG.

With us, you'll go further, faster. What are you waiting for?

Location: Icon 1, WA15 0AF

About Central Functions

Central Functions is an integral part of our business, comprised of dedicated teams and individuals who keep our entire operation running smoothly. They make sure everyone gets paid on time, materials are sourced and delivered promptly, legal obligations are met, and our health, safety, and security are top-level.

About the Operations Team and the Role

The Operations Team drive the business through process improvement and timely interventions, to ensure that THG operates in the smoothest possible fashion. The team also provides insights via the collation and analysis of data to affect positive change within the wider business.

Reporting to the Operations Manager, B2B Customer Support Executive will be responsible for all B2B Orders are dispatched in a timely manner. To succeed in this role, the post holder will be well-organised and pride themselves on their high attention to detail.

Responsibilities:

• Accurate processing of B2B customer orders for both UK and International customers
• End-to-end responsibility for the timely despatch of orders within agreed delivery lead times, working alongside sales, warehouse, supply chain and freight teams.
• Troubleshooting aged orders
• Shortage reporting
• Warehouse product issues
• Customer Service - dealing directly with customers on specific requests
• Managing the order report and ensuring OTIF is as high as possible

Requirements:

• Working hours 2pm-10pm
• Order management experience - desirable
• Customer service experience - beneficial
• High level of organisation and attention to detail - essential
• Can work to strict deadlines and deliver under pressure - essential
• Understanding of incoterms - desirable

Benefits:


Career Development

• Access bespoke development programmes that have been designed and developed by our in-house L&D team.
• Continued development through our upskilling programme that is delivered in partnership with an industry-leading training provider.

Enhanced Leave

• 25 days annual leave plus bank holidays.
• Don't want to work on your birthday? We don't either! Enjoy your day off on us!
• Enhanced maternity and paternity pay, depending on length of service.
• Up to 10 days compassionate leave.
• Buy back up to 3 days each year.
• Unlock 2 days volunteer leave after 12-months.

Wellbeing Support

• Access face-to-face and virtual appointments with our in-house GP.
• Access our in-house CBT therapist.
• Access our 247 Employee Assistance Programme (EAP) which is provided by Bupa.
• State-of-the-art on-site gym.
• Access to our on-site physio.

Other Perks

• Save up to 12% on the cost of personal tech through our salary sacrifice scheme.
• Subsidised bus pass from Manchester City Centre to our ICON office.
• Up to 50% staff discount on THG brands.
• On-site staff shop.
• Access to on-site barber.
• Know someone who would be perfect for THG? Refer them and get up to £1000 when they pass their probation.
• Anniversary gifts when you hit 5 and 10 years of service.

THG is proud to be a Disability Confident Committed employer. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community.

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further.