Trade Operations & VIP Client Services Lead

Soho House; Indiana (PA); On-site; USD 43,000 - 45,000; Full time

Benefits offered by this job

Health Care + 401K

Paid Time Off

Career Development

Community Outreach

Learning & Development

Team Events

Job summary

Soho House is seeking a highly organized after-sales specialist to support its Soho Home Trade network, serving designers, architects and premium clients in the US, UK and EU. You will manage post-sale interactions, resolve delivery and product issues, and uphold exceptional service for high net worth trade customers.

Working closely with sales and operations teams, you will own escalations, order management and after-sales support, tracking orders, coordinating replacements, returns and

Qualifications

• Experience in customer service, sales support, post-trade operations, or account coordination.
• Experience dealing with high-value orders and premium or high net worth clientele is highly desirable.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication skills, both written and verbal.

Responsibilities

• Manage post-sale support for high-value and bespoke customer orders.
• Act as the primary contact for high net worth clients requiring premium service and issue resolution.
• Resolve delivery, logistics, and product-related issues quickly and professionally.
• Liaise with internal departments including sales, warehouse, logistics, and customer service teams to ensure smooth order fulfilment.
• Support the UK/US & EU trade sales team with client account coordination and after-sales support.
• Monitor and track customer orders, ensuring timely updates and proactive communication.
• Handle escalated customer concerns with discretion, professionalism, and attention to detail.
• Coordinate replacement orders, returns, credits, or service solutions where required.
• Maintain accurate records of customer interactions, resolutions, and follow-up action, escalation where necessary in order to increase trade customer retention
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Build and maintain strong working relationships with trade clients and internal stakeholders
• The resolution of customer issues and complaints, including consistent follow up and escalation where
• Displaying excellent product knowledge, including stock availability and product lead times as well as maintaining a keen interest and understanding of all product lines, as well as Interior Design Industry knowledge.
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Adhering to set KPIs both team wide and personal.

Skills

Customer service

Account coordination

High-value orders

CRM systems

Order management

Issue resolution

Tools

CRM software

Order management system

Job description

Soho House is seeking a highly organized after-sales specialist to support its Soho Home Trade network, serving designers, architects and premium clients in the US, UK and EU. You will manage post-sale interactions, resolve delivery and product issues, and uphold exceptional service for high net worth trade customers.

Working closely with sales and operations teams, you will own escalations, order management and after-sales support, tracking orders, coordinating replacements, returns and