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Customer Operations Opportunities

Department:  Supply Chain
City:  London
Location:  GB
INTRODUCTION

Founded in 1856 by Thomas Burberry, Burberry is a global luxury brand with a distinctly British attitude. We are a global business with an extensive network of both owned and franchised stores across EMEIA, Asia Pacific and Americas. We are digital pioneers, and innovative technology underpins every aspect of our business, from product design to distribution and marketing. We believe that modern luxury means being socially and environmentally responsible; this mindset is core to our business and key to our long-term success.

JOB PURPOSE

To ensure the accuracy and integrity of  customer orders and actively participate in their lifecycle from order receipt to dispatch of goods being the first point of contact for internal and external customers and always providing the highest level of service and support to the region.

RESPONSIBILITIES
  • Own Account Management and Customer Relationships in cooperation with the Coordinator and Supervisor
  • Participate in creating customer relationship plans & strategies for key customers
  • Participate in customer meetings & communication to customers where appropriate
  • Participate in managing stock for re-orders, store openings and events
  • Manage end to end special projects / events
  • Process cancellations, credits, debits, returns of faulty and non-faulty goods
  • Maintain customer records
  • Provide information and analysis to support commercial activities (sales order status updates, shipment forecast).
  • Provide daily activity reports as needed by the business, leadership and/or account
  • Monitor and challenge (where appropriate) credit decisions impacting orders and deliveries
  • Prepare order confirmations
  • Monitor order to shipment flow to ensure timely shipping
  • Prepare shipments according to customer requirements, export procedures and provide instructions to hubs
  • Participate in communication of shortages and re-timings across/within the region, working closely with Order Management
  • Provide post shipment support and be responsible for shortages, overages and other claims investigations
  • Manage customers VAS and delivery requirements
  • Liaise with customers and various internal teams to solve issues and propose solutions and process improvements following general business needs and customers’ requirements
  • Keep colleagues, line manager and team closely updated with all relevant communication coming from the above tasks
     
PERSONAL PROFILE
  • Good knowledge of managing orders in SAP (AFS/IS Retail) is preferable
  • Understanding of order lifecycle activities
  • Understanding of shipping and credit processes
  • Very good to advanced Excel and numerical skills
  • Understanding of import/export and Incoterms
  • Experience of interpreting large amounts of data and confident in reporting procedures
  • Languages: English, French and/or Italian preferred
     


Job Segment: Operations Manager, ERP, SAP, Operations, Technology