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Wholesale Customer Care Executive UK & Europe

Contract Type: Full Time
Location: London
Salary: £30000 - £35000 per annum + Hybrid and fantastic benefits
REF: 4415_1694600756
Contact Email:

Job Description

I am working with a leading luxury brand known for their precisely tailored silhouettes and exceptional fabrics. My client is looking to recruit a Wholesale Customer Care Executive to cover UK & Europe. Experience in Wholesale Customer care and fluent in Italian are a must have. This role offers hybrid working and has fantastic benefits.

Main responsibilities will include:

  • Act as the main point of contact for wholesale accounts and relevant sales team.
  • First point of contact for customer queries through several channels including telephone, emails, and web/live chat.
  • Work in partnership with the wholesale sales team to ensure exceptional customer service.
  • Proactively maintain the order book and enquiries / administration for the customer base, always ensuring accuracy and efficiency
  • Manage all Purchase Order Number retrieval and updates.
  • Order Confirmation - Post Market and amendments
  • Delivery date monitoring - Communicate all shifts in order delivery dates to relevant teams.
  • Assist in EDI management for Key Accounts.
  • Assist in order entry during key selling campaign dates.
  • Work in partnership with Logistics and 3PL to ensure orders are shipped and delivered in full.
  • Continuously develop brand knowledge to enhance cross-sell, up-sell, and replacement styles for orders opportunities.
  • Continuously identify process improvements and support operational efficiency whilst managing customer expectations.
  • Raise invoices, credits, debits, end of season RTV and warehouse returns.
  • Faulty and Return product management.
  • Provide support to online customers.
  • Flag issues noticed on website and our systems to the relevant team and owning these projects.
  • Manually cancel on Teamwork EU items or orders cancelled due to stock discrepancies by the warehouse.
  • Cover fulfilment tasks (preparing and shipping orders, processing returns and deliveries, bringing menswear stock from the storage) when needed while also covering Customer Care.

Person Specifications:

  • Experience in wholesale customer service working in a head office environment.
  • Experience of working B2B, able to confidently liaise with the supply chain of the wholesale customer order book.
  • Fluent in Italian, both written and verbal.
  • Understanding of a retail supply chain function and the various stakeholders that exist within it.
  • Demonstrable problem solving and problem identification skills.
  • Ability to manage, plan and organize work requirements in an efficient manner.
  • Intermediate Excel skills desirable (V Look ups, pivot tabled etc.)
  • Commercial acumen, able to identify opportunities to drive sales.
  • Knowledge of export operations and logistics.
  • Experience in using ERP BlueCherry desirable.