Customer Operations Coordinator

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities. 

JOB PURPOSE

The first point of contact in the supply chain for our wholesale customers and internal stakeholders, the customer operations coordinator is responsible to follow the life cycle of orders from order entry to delivery as well as after sales queries.

This role requires frequent communication (written and verbal) with wholesale partners and Burberry internal stakeholders and involves teamwork and partnership with many teams within the organisation.

The coordinator also has the added responsibility to support the team supervisor with daily tasks, team training and support.

You will be working in a fast-paced environment, performing various tasks to support on time and accurate fulfilment of the Burberry products.

The Team

The customer operations team is responsible for optimising the availability of products to Burberry stores and wholesale customers by leveraging its unique position within supply chain to connect central and regional functions.

RESPONSIBILITIES

What will you do?

Account Management

• Responsible for managing wholesale accounts across several countries in the EMEIA region
• Prepare and edit order confirmations and send to customers
• Raise orders for replenishment and store openings/events
• Participate in creating customer relationship plans, attend customer meetings and manage communication via emails, phone calls
• Process cancellations, credits, debits, returns of faulty and non-faulty goods
• Work closely with the accounts receivable team to reconcile invoices/investigate discrepancies/raise proforma invoices / follow up accounts credit release
• Provide daily activity reports as needed by the business, leadership or account
• Manage daily queries and communication with outlet and retail teams ensuring fastest availability to answer ever changing business needs
• Manage and run KPI reports for Digital Fulfilment

Hub Teams/Transportation

• Monitor order to shipment flow to ensure timely shipping and coordinate with hub. Work closely with transportation team and manage customer delivery booking in partnership with carriers.
• Prepare shipments according to customers’ requirements, export procedures and provide instructions to hubs. Request updates on available goods/QC release etc.
• Arrange and coordinate returns as required.

Order Management

• Participate in communication of shortages, vendor delays and re-timings etc to the region/customers.

Team Support

• Support supervisor with daily task and monitoring team orderbook.
• Actively participate in team training and provide team with support along with supervisor.
• Update and create SOP, suggest and drive continuous improvement to daily processes.

PERSONAL PROFILE

Who are you?

• An analytical thinker and a problem solver
• Excellent organisational skills with the ability to multitask & prioritize effectively to ensure all tasks are followed through & completed in a timely manne
• Sense of urgency and an ability to deal swiftly with changing business & customer needs
• Passionate with delighting customers and possess commercial awareness
• Excellent communication skills that foster trust and confidence with internal and external stakeholders
• A team player with a can-do attitude and a self-motivated individual with the ability to work independently when required
• Receptive to new ideas and processes and develops innovative approaches to solve problems and achieve goals
• Confident and assertive and have the initiative to go above and beyond in everything you do demonstrating an innate willingness to learn and pursue self-development.

MEASURES OF SUCCESS

Wholesale

• Achieve high shipping percentage of the order book in line with company fiscal targets.
• Monitor the customers’ orderbook efficiently & provide a best in class customer experience.
• Maximise product availability for regional events, store openings, marketing campaigns, etc.

Communication

• Improve lines of communication with internal and external customers
• Build strong relationships, know your audience and influence your stakeholders.

Operational Excellence

• Continuous improvement of processes and reporting
• Be knowledgeable of all company’s operating systems.
• Be agile and innovative.

Product

• Improving product availability and visibility on delays and cancellations.
• Know your products and customers
• Be aware of key launches & make them successful

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.