Customer Support Coordinator

Helen of Troy; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join Helen of Troy as a Customer Support Coordinator, where you will be integral to delivering exceptional customer service and managing retail orders. With a flexible work environment and a comprehensive benefits package, this role offers a great opportunity for those with B2B experience in logistics and customer service to thrive in a growing company.

Benefits

Competitive compensation package

Flexible working hours and work from home options

Increased flexi-days after 1 year

Modern office with collaborative workspaces

Employee assistance counseling

Employee discounts

Lunch and Learns

Company closure between Christmas and New Year

Employee Stock Purchase Plan

Qualifications

• 2+ years in customer service B2B preferred in FMCG.
• Experience in logistics and order management is advantageous.
• Fluency in English required; French is a plus.

Responsibilities

• Deliver outstanding customer service via email & telephone.
• Manage retail customer orders from input to final invoice.
• Compile weekly forecasts for the warehouses.

Skills

Customer Service B2B

Logistics Knowledge

Order Management

Fluent in English

Communication

Problem Solving

Education

Degree in Customer Service or equivalent experience

Tools

Sage

Job description

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Join our team at Helen of Troy and make an immediate impact on our trusted brands: , , , , , , , , , , and , and 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 Support Coordinator

Department: Customer Service

Work Location: Poole (Hybrid 3 days onsite), or UK Fully Remote

Role Type: Full time, Permanent

What you will be doing:

The role of Deliver outstanding customer service (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
• 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
• Dealing with non-conformity issues
• Ensuring appropriate carriage charges, discounts and product catalogues are applied to orders
• Keeping customer records up to date (Sage)
• 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 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.
• Communicating with customers about deliveries; arranging booking slots if required

Skills needed to be successful in this role:

• 2 plus years’ expertise in customer service B2B (within the FMCG space would be preferred)
• 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.

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
• 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!