KAYALI Customer Service Supervisor UK/EU

KAYALI; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading fragrance company seeks a Customer Support Supervisor skilled in order processing and inventory management. The ideal candidate will have 3-4 years in a similar role within a CPG/B2B environment, demonstrating strong Excel capabilities and attention to detail. Responsibilities include managing sales orders, liaising with retailers, and coordinating logistics with 3PL partners. This is an exceptional opportunity for someone passionate about beauty and customer service.

Qualifications

• 3-4 years in a similar role within a CPG/B2B business.
• Experience with order processing and analyzing large data sets.
• Background with logistic knowledge and working with 3PL partners.

Responsibilities

• Manage daily processing of sales orders and allocations.
• Serve as primary contact for retailers on PO inquiries.
• Update and dispute retailer compliance infractions.

Skills

Excellent communication skills

Strong Excel skills

Attention to detail

Team player

Tools

ERP systems

EDI systems

Job description

Description

Who We Are

Fueled by passion, KAYALI was founded in 2018 by beauty mogul and fragrance fanatic, Mona Kattan. Translating to 'my imagination' in Arabic, KAYALI provides a modern fragrance experience inspired by Mona's rich Middle Eastern heritage and the art of layering scents to help you create your mood; where sharing scents is a ritual and smelling good is both an act of goodwill and self-love.

Mona collaborates with some of the world's most renowned perfumers and sources the finest ingredients to create unique juices that are infinitely memorable, long-lasting, and cruelty‑free. Each luxurious fragrance is an ode to true craftsmanship and tells a special story, from the addictive notes to the multi‑faceted jeweled bottles.

Our Mission

To make everyone feel like the diamond they are! To build a global community of fragrance lovers through the power of scent and by providing them with the most innovative & luxurious fragrances, education and sharing our Middle Eastern fragrance rituals with the world.

Summary

We are looking for an exceptional Customer Support Supervisor with excellent communication and time management skills and a passion for helping people. The ideal candidate will be a self‑starter, enthusiastic, and will play a starring role in helping craft and implement strategies and workflows with a specialized focus on order management and inventory transactions to assist our Customer Service and Supply chain teams.

Essential Duties and Responsibilities

Order Processing

• Manage the daily processing of all sales orders and allocations (manual or EDI) within ERP to process on time and in compliance with retailer routing guides
• Primary contact for retailers on any PO inquiries or revisions as well as working closely with 3PL warehouse to meet all fulfilment and shipping requirements for orders
• Responsible for daily processing of transfers, IRFs, sampling, subscription box orders validating inventory allocations as well as managing timelines and communication
• Publish weekly order shortage reporting for internal stakeholders for back in stock ETAs as well as fill rate reporting to retail partners for compliance and replenishment
• Update and dispute retailer compliance infractions and shortage variances
• Maintain retailer launch POs working closely with planning team against forecast allocations

Inventory Transactions

• Manage upcoming inventory ETAs with supply planning teams to maximize in stocks across POs
• Issue approved RTVs to retailers in coordination with sales planning following process through delivery and inventory reconciliation with 3PL warehouse
• Perform daily inventory transactions and adjustments in accordance with 3PL movements analysing and alerting variances and damages threshold
• Support inbound and GRN inventory transactions by coordinating with global logistics
• Operational support in providing ad hoc inventory and order reporting as needed
• Review customer disputes on payment platforms and submit relevant evidence against chargebacks

Requirements

• 3-4 years in similar role within a CPG / B2B business
• Experience and familiarity with order processing and analysing large data sets
• Strong excel skills and proven ability to reconcile data variances and maintain reports
• Experience working with ERP and/or EDI systems
• Background with some logistic knowledge and working with 3PL partners
• Excellent attention to detail and communication skills for liaising with internal and external stakeholders
• Beauty or lifestyle experience preferred
• Team player willing to wear many hats and thrives in a scrappy environment