Customer Operations Executive

PUIG Deutschland GmbH; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global fashion and beauty company is seeking a Customer Operations Executive in the Greater London area. This role involves managing back-office administration for B2C orders, including liaising with various teams, handling escalations, and ensuring efficient order processing. Ideal candidates will possess previous customer care experience and strong organizational skills. The company offers a creative culture, learning opportunities, and competitive compensation and benefits.

Benefits

Competitive compensation & benefits package

A range of learning and development opportunities

An entrepreneurial and welcoming work culture

Opportunities for international growth

Responsibilities

• Manage escalations from external consumer care team.
• Provide guidance and support to the external consumer care team.
• Maintain and modify the B2C orders.
• Place B2C replacement orders.
• Liaise with Logistic teams to resolve delivery issues.
• Liaise with Ecommerce teams to provide consumer feedback.
• Liaise with IT teams to enhance consumer experience.
• Returns management.
• Process commercial refunds.
• Manage UK Internal Orders.
• Ability to deputise for the Management team.

Skills

Previous experience in a customer care facing role

SAP software experience

Working knowledge of Microsoft Excel

Strong organisational skills

Strong decision and problem-solving skills

Solid analytical and numerical skills

Job description

Puig is a major player in the worldwide fashion and beauty industry. We have a wide portfolio of well-known luxury brands across fashion, fragrance, makeup, skincare, and wellness. Founded more than 100 years ago, Puig is a family‑owned company with a long‑term commitment to our brands and stakeholders.

Who we are...

Join a home of Love Brands, within a family company, that furthers wellness, confidence and self‑expression while leaving a better world. Working at Puig is more than a job. Feel the joy of belonging to a community of inspiring and diverse creators, thinkers, doers, entrepreneurs, and innovators. Our people are united by a passionate spirit and the aim of building Love Brands while making a positive impact in our world. Puig is a major player in the worldwide fashion and beauty industry. We have a wide portfolio of well‑known luxury brands across fashion, fragrance, makeup, skincare, and wellness. Our brand portfolio consists of Carolina Herrera, Christian Louboutin, Dries Van Noten, Rabanne, Jean Paul Gaultier, Kama Ayurveda, Byredo, Penhaligons, L’Artisan Perfumery and many more.

The Opportunity....

The Customer Operations Executive is part of a central team responsible for all the Back Office administration tasks behind B2C orders. With customers at the forefront of all our decision making, these tasks will be executed within a defined SLA, ensuring our order to cash offering is smooth and efficient and that all internal targets are met. You will be working on our niche brands Penhaligons, L'Artisan Perfumer and KAMA.

• Manage escalations from external consumer care team
• Provide guidance and support to the external consumer care team
• Maintain and modify the B2C orders
• Place B2C replacement orders
• Liaise and provide information to Logistic teams to resolve any delivery issues
• Liaise with Ecommerce teams to provide consumer feedback
• Liaise with IT teams to enhance consumer experience
• Returns management
• Process commercial refunds
• Manage UK Internal Orders
• Ability to deputise when necessary for the Management team, including overseeing daily Operations and making Operational decisions

We’d love to meet you if you have...

• Previous experience in a customer care facing role
• Ideally SAP software experience
• Working knowledge of Microsoft Excel
• Strong organisational skills
• Strong decision and problem‑solving skills
• Solid analytical and numerical skills

A few things you’ll love about us

• An entrepreneurial, creative and welcoming work culture
• A range of learning and development opportunities
• An international company with plenty of opportunities to grow
• A competitive compensation & benefits package

Puig is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status, or any other characteristic protected by law.

At Puig, we are continually looking for enthusiastic and committed individuals from a broad range of backgrounds and experiences to join our team. We believe that creating an inclusive environment in which you feel welcomed, valued, engaged, and empowered strengthens our business and fosters a culture where we are inspired to work hard, challenge ourselves, and be innovative in our thinking. Additionally, we believe that the diversity of our employees makes us a stronger company and better able to serve our customers around the world.

Puig 2024. This information is privileged, confidential and contains private information. Any reading, retention, distribution or copying of this communication by any person other than its intended recipient is prohibited.