Senior Customer Service Specialist

Helen of Troy; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading consumer products company in the UK is seeking a Senior Customer Service Specialist to manage strategic customer relationships. This role includes overseeing customer service operations, leading ERP enhancements, and driving team performance. Ideal candidates will have 5+ years of experience, strong Oracle and Zendesk knowledge, and a customer-first mindset. Flexible work arrangements are available.

Benefits

Competitive compensation package

Healthcare or Gym Allowance

Mobility allowance

Flexible work policy

Increased flexi-days after 1 year

Employee discounts

Employee Stock Purchase Plan

Qualifications

• 5+ years of experience in a related field, authorized to work in the UK.
• Proven track record of managing strategic customer relationships.
• Capability to lead process improvements and team management.

Responsibilities

• Manage strategic customer operations including order processing and delivery follow-up.
• Support customer service KPIs and provide guidance to the team.
• Lead enhancements in ERP and collaborate with cross-functional teams.

Skills

Customer-first mindset

Advanced knowledge of Oracle

Fluency in English

Experience with Zendesk

Knowledge of Excel

Fluency in French

Fluency in German

Tools

Oracle ERP

NuOrder

Zendesk

Job description

Overview

Join our team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Braun, PUR, Vicks, Honeywell, 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 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: Senior Customer Service Specialist BtoB

Work Location: UK Remote or Poole (Hybrid 3 days per week)

Type: Full time, Permanent Role

What you will be doing

The Senior Customer Service Specialist is a key operational leader, responsible for managing strategic customer relationships and driving cross-functional initiatives across Customer Service and Operations. This includes leading ERP (Oracle) enhancements, process improvements, and supporting service KPIs.

In addition to overseeing high-value accounts, the role provides day-to-day support to the CS team, offering guidance on tools and workflows, and stepping into a leadership role when the CS Manager is unavailable to ensure continuity.

Highly service-oriented, the Senior Specialist builds strong partnerships with customers, distributors, and internal teams including Logistics, Sales, Finance, and Supply & Demand Planning—promoting company values and delivering exceptional service.

Key Responsibilities

• Customer Service Operations: Managing strategic Customers, including order processing, delivery follow-up, returns & credits; ensuring appropriate communication quality with Customers, Sales and internal stakeholders; processing orders in ERP system; checking and sharing stock availability via ATS report; efficient communication with Warehouse/Logistics teams, flagging potential issues and proposing solutions; monitoring release progress throughout the month to support reaching target; handling Customer Claims / non-conformity; investigating, processing and providing alternatives; monitoring Pre-Season Orders to ensure delivery dates are realistic and released on-time.

Logistics

• Following up order preparations & collection on-time and in-quality; close communication with 3PL to ensure successful delivery; managing VAS activities with the warehouse; updating instructions and solving challenges; following up EXW orders preparation and collections to ensure on-time deliveries; monitoring delivery bookings with customers for DDP/DAP orders and assisting 3PL if any issue with customer.

Team Management Support

• Second Lead in SOTL CS team, following CS Manager; manage CS team when manager is absent; prioritize team tasks by checking tickets daily in Zendesk and assigning them; support team with technical issues and provide solutions; onboard new team members during induction; drive Continuous Improvement projects to improve CS processes.

Technical Reference / Master Data

• Key-User of Oracle ERP system and NuOrder B2B order intake system; new account set-up; pricing and promotion management; lead projects as SOTL CS team representative in key system upgrades.

Skills & Qualifications

• 5+ years in related experience; authorized to work in the UK on a full-time basis
• Advanced knowledge of software/applications used (Oracle, Excel, Zendesk)
• Fluent in English; French and German are a bonus
• A customer-first mindset and dedication to meeting and exceeding targets
• Excitement about joining a midsize yet growing company with fast-growing brands

What do we offer?

• Competitive compensation package depending on experience and skills
• Healthcare or Gym Allowance
• Mobility allowance
• Flexible work policy for hours and work from home
• Increased flexi-days 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
• Opportunity to work in an international, diverse, and inclusive environment

Additional notes

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.

#LI-Hybrid #LI-Remote #LI-AC1 #LI-Onsite

About Helen of Troy

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon — many of which rank #1, #2, or #3 in their categories. Our strategy focuses on acquiring brands that we can integrate and enhance, driving growth and profitability through collaboration, innovation, and shared services. Management reserves the right to modify duties as needed.