Customer Operations Lead - End-to-End Order Fulfillment

CVUK; Greater London; On-site; GBP 42,000 - 64,000; Full time

Job summary

CVUK is partnering with a fast-growing consumer brands business to appoint an experienced Customer Operations Manager who will own the customer journey from order receipt through to fulfilment, delivery and resolution. You will manage end-to-end order management across retail, wholesale and marketplace customers, delivering excellent service while driving process improvements and system automation.

Collaborating with Planning, Logistics and 3PL partners, you will pre-empt issues, resolve delays

Qualifications

• Experience in customer operations, order management or customer service within beauty, FMCG, wholesale, retail supply or distribution.
• Highly organised, commercially aware and customer focused with ownership mindset.
• Willing to move beyond traditional customer service and influence the development of customer operations.

Responsibilities

• Own the end-to-end order management process, from validation and allocation through to delivery
• Manage customer queries, backorders, shortages, claims, deductions and delivery issues
• Support major retail and wholesale customers with their specific order and routing requirements
• Work closely with Planning, Logistics and 3PL partners to resolve issues quickly
• Proactively communicate potential service or stock issues to customers
• Identify recurring problems and implement solutions to prevent them happening again
• Support new customer, brand and market launches
• Help improve systems, workflows and automation to reduce manual processes
• Drive high standards across OTIF, order accuracy, response times and customer service

Job description

CVUK is partnering with a fast-growing consumer brands business to appoint an experienced Customer Operations Manager who will own the customer journey from order receipt through to fulfilment, delivery and resolution. You will manage end-to-end order management across retail, wholesale and marketplace customers, delivering excellent service while driving process improvements and system automation.

Collaborating with Planning, Logistics and 3PL partners, you will pre-empt issues, resolve delays