Customer Service Specialist

Helen of Troy; Greater London; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive compensation package

Flexible work policy

Flexi-days after 1 year

Perkbox

Modern office with collaborative work-

Employee assistance counselling line

Employee discounts on EMEA products

Lunch and Learns

Stock Purchase Plan

Diverse and inclusive environment

Job summary

Helen of Troy is seeking a Customer Service Specialist BtoB to deliver outstanding service to Osprey retail partners from our London office. The role involves processing orders, coordinating with the sales team, and ensuring timely deliveries while maintaining accurate customer records.

You will work in a hybrid London setting, supporting a mid-size to growing company with global brands and a focus on customer-centric solutions.

Qualifications

• Knowledge in logistics and transportation and order management.
• Fluent in English (spoken and written). French a plus.
• Self-starter with initiative, problem solver and customer-centric communicator.

Responsibilities

• Deliver outstanding customer service for Osprey BtoB via email and telephone to retail partners.
• Coordinate with regional sales to identify risks and actions to maximize conversion and performance.
• Process orders from input to final invoice in Oracle ERP and send confirmations.
• Liaise with sales reps and agents regarding customer accounts and order issues.
• Provide and analyze data on customer performance to sales.
• Maintain and update customer records and ensure timely deliveries.
• Support Senior Merchandising Specialist with order processing and administration.
• Identify blocking issues (credit holds, stock availability) and escalate.

Skills

Logistics knowledge

Fluent English

French a plus

Problem solving

Self-starter

Education

Degree or equivalent in Customer Service/ Logistics

Job description

Join our team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Position: Customer Service Specialist BtoB

Department: Operations / Customer Services

Work Location: London- Hybrid (3 days a week in the Office)

Role Type: Full time, Permanent

What you will be doing:

The role will deliver outstanding customer service for Osprey BtoB (via email & telephone) to retail partners, working closely with the regional sales team to identify risks, potential and relevant action.Ensuring that customer orders are processed efficiently and accurately and delivered to customers within expected timescales.

Key Responsibilities

• Supporting stock availability & price information requests primarily over email
• Managing retail customer orders from inputting the order until the final invoice in Helen of Troy ERP system (Oracle) and sending order confirmations to Customers.
• Liaising with and supporting sales reps and agents regarding customer accounts, enquiries and order book issues
• Providing and analyzing data and customer performance to sales
• Processing orders placed via the B2B system and inputting other manual orders.
• Recording values of orders and cancellations on relevant internal logs
• Assisting Senior Merchandising Specialist with order processing, depletion and administration
• Amending customer orders to meet requirements (including cancellations)
• Dealing with non-conformity issues
• Ensuring appropriate carriage charges, discounts and product catalogues are applied to orders
• Keeping customer records up to date
• Supporting sales reps and retail partners in identifying risks, potential and relevant action points to jointly maximise conversion and overall performance, including attending recurring meetings
• Compiling weekly forecasts for the warehouses as to what we expect to release in pieces and value.
• Providing detailed feedback to CS Manager on any factor potentially affecting monthly or quarterly performance
• Monitoring orders pre season or otherwise on the system daily, ensuring they are passed to the warehouse at the appropriate time to meet customer delivery dates and shipping targets.
• Supporting Supply Chain Outbound to ensure that customer delivery requirements are met.Planning pallets split (ship sets) based on transport method.
• Identifying any blocking issue (credit hold, cash in advance, stock availability, etc.) preventing order from being released to warehouse, follow up actions and elevate if needed.
• Communicating with customers about deliveries; arranging booking slots if required
• Monitor order preparation and collection to ensure they are completed on time and to the required quality standards, maintaining close communication with the 3PL partner to secure successful delivery.

• Generation of shipping documents: pro-forma Invoices, picklists, and returns etc.
• Manage VAS (Value-added services) activities with the warehouse. Keep up-to-date instructions and solve potential challenges, continuously looking for efficiency opportunities.
• Customer Care / After Sales, registering Customer complaints and investigate them with warehouses (missing quantity, damages, wrong delivery address, etc.).
• Provide timely order updates to customers, proactively flagging any changes, and resolve complaints promptly with effective solutions and follow‑up.
• Monitor on-time deliveries and support business to reach monthly sales results.

Skills needed to be successful in this role:

• Knowledge in logistics and transportation and order management
• Fluent in English (spoken and written), French a plus.
• Excitement about joining a mid-size yet growing company with fast-growing brands!
• A self-starter who uses their own initiative, a problem solver, and effective communicator that is customer centric, and results orientated

Minimum Qualifications:

• Degree or equivalent experience in Customer Service, B2B Sales, Logistics/ Operations.
• 2 plus years’ expertise in customer service B2B (within the FMCG space would be preferred)
• Authorized to work in the United Kingdom on a full-time basis

What do we offer?

• Competitive compensation package depending on experience and skills
• Flexible work policy with regards to working hours and work from home
• Increased flexi-days package after 1 year of service
• Perkbox
• Modern office with collaborative workspaces
• Employee assistance counselling line
• Employee discounts on all our EMEA products
• Lunch and Learns
• Company closure between Christmas and New Year’s
• Employee Stock Purchase Plan
• The chance to work in an international, diverse, and inclusive environment!

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands! Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

Founded in 1968, Helen of Troy is a leading global consumer products company with operations across North America, South America, Europe, and Asia. Our portfolio includes trusted brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June - many of which rank among the top brands in their consumer goods categories.

We grow and strengthen our brands through innovation, operational excellence, and a collaborative culture focused on delivering exceptional products and experiences for consumers worldwide.

The above statements are intended to describe the general nature and level of work performed and are not intended to be an exhaustive list of responsibilities.

Management reserves the right to modify the duties and responsibilities of the position at any time.