Wholesale Customer Operations Specialist (12 Month Fixed Term)

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

As the primary point of contact in the supply chain for our wholesale customers, the Account Specialist is responsible for managing the full lifecycle of wholesale orders—from order entry through to delivery—as well as handling wholesale after-sales queries.

At Burberry, this role demands frequent communication, both written and verbal, with wholesale partners and internal stakeholders. It involves strong teamwork and close collaboration with multiple departments across the organisation.

You will operate in a fast-paced environment, performing a variety of tasks to ensure the timely and accurate fulfilment of 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

Account Management

• Responsible for managing wholesale accounts across several countries in the EMEIA region
• Prepare and edit order confirmations and send to customer
• 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
• Support with other customer fulfilment activities in retail and outlet channels as required.
• Provide daily activity reports as needed by the business, leadership or account

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.

PERSONAL PROFILE

Required

• Very good to advanced Excel skills in order to produce reports and interpret large amounts of data
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Language: Fluency in Italian (written and spoken)
  
  

Preferable

• Understanding of order lifecycle activities
• Understanding of shipping and credit processes
• Good knowledge of managing orders in SAP (AFS)
• Understanding of logistic and warehouse operations

Desired

• Previous experience working with international customers
• Understanding of import/export and incoterms

Language: Fluency in French would be an advantage

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.