Customer Operations Executive

Pentland Brands; Sunderland; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a dynamic and inclusive team as a Customer Operations Executive, where you will manage accounts and ensure excellent service. Your role will be pivotal in overseeing the order lifecycle, from placement to fulfillment, while fostering strong relationships with partners. This position offers a chance to grow in a supportive environment that values creativity and proactive problem-solving. Enjoy a variety of health perks, flexible working options, and a commitment to diversity and inclusion. If you're passionate about customer service and thrive in a collaborative setting, this opportunity is perfect for you.

Benefits

25 Days Holiday

Brand Discounts

Enhanced Parental Leave

Health Cash Plan

Gym Discounts

Flexible Working Hours

Travel Perks

Charity and D&I Networks

Qualifications

• Strong time management and multitasking skills.
• Solid SAP skills and familiarity with order management.

Responsibilities

• Manage customer base and ensure alignment with commercial needs.
• Oversee order lifecycle and maintain communication with customers.

Skills

SAP

Time Management

Multitasking

Communication

Excel

Order Management

Logistics

German (Fluent)

Job description

We’re Pentland Brands; a dynamic, global family business, and proud owners and licensees of many iconic active and footwear brands. With a community of over 1,300 team members worldwide, we embrace diversity and inclusion, and champion growth and development. Our success is built on teamwork, courage, innovation, and an unwavering commitment to excellence.

WHAT’S THE MISSION FOR THIS ROLE?

We’re looking for a proactive and passionate Customer Operations Executive to join our team. You’ll take the lead in managing a portfolio of accounts and brands, ensuring top-notch service for our customers and internal teams. Your role is key to keeping the flow of orders smooth—from placement all the way to fulfilment—while maintaining a high standard of communication and support.

WHAT DOES THIS ROLE DO

As our Customer Operations Executive, you will:

• Own and manage your customer base, ensuring alignment with both commercial and customer needs.

• Build and nurture strong relationships with key partners in your portfolio, offering tailored support.

• Oversee the entire order lifecycle: from placement, order book management, stock allocation, to logistics, ensuring everything is fulfilled efficiently and on time.

• Stay on top of issues: Monitor and address any challenges in customer order books, using exception reports to enhance processes within your team.

• Manage in-season orders: Ensure requests are processed accurately and delivered on time.

• Handle stock allocation and logistics: Oversee distribution requirements, ensuring seamless operations.

• Keep customers in the loop: Provide timely updates, proactively solving issues and maintaining excellent communication.

• Ensure customer OTIF (On Time, In Full): Identify and resolve any issues impacting order accuracy and delivery.

• Deal with order cancellations, credits, debits, non-faulty returns, VAS, and DC requirements with efficiency and care.

WHAT DO I BRING TO THE ROLE?

You just might be our next superstar if you are:

• An organisational pro: Strong time management and multitasking skills.

• A SAP whiz: You’ve got solid SAP skills, and if you’re already familiar with SAP systems, even better!

• An excellent communicator: Your interpersonal skills make it easy for you to build rapport with customers and colleagues.

• Fluent in German (desirable not essential)

• Familiar with order management experience: You’ve got a background in order management and logistics (even better if you have previous experience in this field).

• You’re confident using Excel to track and analyse data.

We want you to live our company principles, bringing a strong consumer focus, while always looking for ways to improve and grow in your role. Take ownership of your work and be proactive in solving problems whilst communicating openly and treating everyone with respect and kindness. And, of course, let your creativity shine by bringing your unique style and individuality to the Pentland Brands Team.

Customer Operations Executive | Sunderland | Permanent, full time

WHAT’S IN IT FOR ME?

• Salary + discretionary bonus

• 25 Days Holiday: Increases with length of service and the option to purchase additional days to suit your needs.

• Discounts: Brand discounts (including friends and family and JD Sports), Sample Sales, and other retail discounts and perks.

• Family-Friendly Benefits: Generous enhanced parental leave policies

• Health Perks: Choose from a variety of health-related perks including medical cash plan, critical illness cover, life assurance, gym and fitness discounts, dental insurance, eye care, and health screening to maintain your wellbeing.

• Travel Perks: Take advantage of our season ticket loan, cycle to work schemes, electric car schemes, and discounts on home charging units to support eco-friendly commuting.

• Flexible Working: We offer hybrid working and flexible working hours, allowing you to start your day earlier or later to help with commute costs or personal commitments.

• Chance to join our Charity, D&I and Sustainability employee networks.

As an equal opportunity employer, we’re committed to fostering diversity and creating an inclusive culture across our business, stores, and office environment.

We warmly welcome your application.