Order Management Coordinator

Shiseido Company, Limited; London; On-site; GBP 28,000 - 36,000; Full time

Job summary

A leading cosmetics company is seeking a Customer Service Representative in London to manage order processing and address customer queries effectively. The ideal candidate will have a strong background in retail order management and customer service excellence, demonstrating empathy and problem-solving skills in a dynamic environment, while enjoying various employee benefits including flexible working arrangements.

Benefits

26 days holiday + bank holidays + your birthday day off

Holiday buy – up to 5 days

Generous contributory pension scheme – match up to 8%

Annual performance related bonus

Private medical insurance with Vitality

Enhanced parental allowance

Life Assurance up to x4 your salary

Flexible & hybrid working

Qualifications

• Order Management experience in a busy retail environment or similar.
• Empathetic to customer/consumer requirements.
• Conflict resolution skills in a diffusive manner.

Responsibilities

• Process orders received through various mediums.
• Resolve customer queries related to orders.
• Monitor and communicate customer service levels.

Skills

Conflict resolution

Attention to detail

Customer empathy

Job description

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Date: 30 May 2025

Location: London

MISSION

First line contact for customers in placing orders, answering queries, monitoring service levels and resolving any non-compliances to their requirements across Shiseido Group brands.

ORGANISATION

Reports to: Distribution Contract Manager

Job Location: London

Contract type: Permanent

MAIN RESPONSIBILITIES

• Process orders received by various medium (calls, EDI, Fax, email etc)
• Responsible for end to end delivery tracking for assigned customers including running aged order reports to proactively chase the distribution team ensuring orders met customer delivery dates
• Resolve customer queries including, but not limited to, shortages, damages, non-delivery, wrong delivery, non-receipt, incorrectly ordered or despatched items, back in stock dates etc.
• Proactive communication with customer
• Liaise with finance regarding any customers / orders on credit hold
• Process customer returns
• Monitoring, reporting and communicating customer service levels
• Monitoring, reporting, communicating and resolving any customer complaints
• Allocation (quota management)
• Support new line form information requirements for customers
• Raising and investigation of credit notes where appropriate

EXPERIENCE REQUIRED

• Order Management experience in a busy retail environment or similar
• Empathetic to customer/consumer requirements
• Conflict resolution skills, ability to deal with customer complaints in a diffusive, apologetic manner
• Strong attention to detail
• Tenacious, curious and resilient

THE BENEFITS YOU’LL LOVE

• 26 days holiday + bank holidays + your birthday day off
• Holiday buy – up to 5 days
• Day off when you get married or move house
• Generous contributory pension scheme – match up to 8%
• Annual performance related bonus
• Private medical insurance with Vitality
• Enhanced parental allowance
• Life Assurance up to x4 your salary
• Flexible Friday finish
• Flexible & hybrid working
• Annual performance and development reviews so you know your career is going in the right direction

ABOUT SHISEIDO GROUP

Our mission : Beauty Innovations for a Better World

Founded in 1872 in Japan, Shiseido Group is within the Top 5 leading cosmetics companies in the world and aims to inspire a life of beauty and culture. Operating in 120 countries with 42,000 employees and 70 nationalities, Shiseido offers a unique selection of Skincare, Makeup and Fragrance brands with a projected turnover over £7.0bn in 2022 . Celebrating 150 years of heritage in 2022, Shiseido constantly creates high-quality, safe and innovative cosmetics and develop brands deeply loved by people from all over the world, in line with our mission: Beauty Innovations for a Better World. Did you know that Shiseido is the most awarded company in terms of innovation with a record 31 FSCC Awards?

Shiseido UK & Ireland plays a central role in the EMEA region and is biggest affiliate, leading the Digital acceleration agenda thanks to a team of local experts, but is also constantly reinventing its Retail footprint in the world Nr4 biggest beauty market.

To deliver our strong Growth & Profitability ambitions, we will follow 4 strategic streams

1. Leverage our unique portfolio of premium Beauty brands across all 3 categories

2. Stay agile and capture new retail opportunities

4. Create a great place to work in Beauty

OUR PRINCIPLES

Think Big, Take Risks, Hands on, Collaborate, Be Open, Act with Integrity, Be Accountable, Applaud Success

OUR PRINCIPLES serve as the working principles that every Shiseido employee must follow. These eight working principles – known as "TRUST 8" – are based on the idea that mutual trust is the key to succeeding in OUR MISSION.

At Shiseido, we are committed to fostering an inclusive and diverse workplace where all employees feel valued, respected, and empowered. We believe that a diverse workforce enhances our creativity, innovation, and overall success. We welcome applications from individuals of all backgrounds, regardless of race, ethnicity, gender, age, sexual orientation, disability, religion, or any other characteristic protected by law.

We are dedicated to providing equal employment opportunities and ensuring that our hiring practices reflect our commitment to diversity and inclusion. Together, we can build a vibrant and dynamic team that reflects the diverse world we serve.

If you need any support or adjustments during your application, please get in touch with us and we will be happy to support you.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the position applied to.

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