Customer Operations Coordinator

Overview

The Customer Operations Coordinator is essential within Burberry's supply chain, serving as the pivotal liaison to guarantee smooth product availability for wholesale clients and retail outlets across multiple regions. This role encompasses managing the entire order journey, from initial entry and processing through to delivery and after-sales support. It demands active communication with internal teams and external wholesale partners to handle issues and ensure on-time fulfilment. Additionally, the role provides operational assistance to the Assistant Manager, aiding in training, process improvements, and boosting team performance.

Key Responsibilities

• Manage wholesale accounts across various countries in the EMEIA region, ensuring precise order processing, timely confirmations, and handling requests like cancellations, returns, and invoicing.
• Coordinate with hub and transportation teams to monitor order shipment progress, communicate with logistics providers for delivery scheduling, and ensure adherence to export protocols customized per customer requirements.
• Proactively oversee and communicate any discrepancies such as product shortages, delays, or schedule changes to stakeholders to uphold transparency and customer satisfaction.
• Support the Assistant Manager with daily operations, spearhead team training efforts, and contribute to refining standard operating procedures.
• Maximize product availability for pivotal business occasions including store launches and promotional events to support company sales goals.
• Cultivate effective communication with internal departments and external customers, adjusting messaging to suit varied audiences.
• Drive process innovation and enhance reporting methods, adapting flexibly to changing business needs.
• Maintain comprehensive knowledge of the product range and upcoming launches to facilitate successful rollout and preempt supply issues.

Qualifications and Skills

• Advanced proficiency in Microsoft Excel for detailed data analysis and report generation.
• Excellent verbal and written communication skills, able to engage a broad range of stakeholders across functions and geographies.
• Strong analytical abilities and problem-solving aptitude with meticulous attention to detail in workflow management.
• Comprehensive understanding of the order lifecycle from order placement to shipment and credit management.
• Experience with SAP, particularly AFS modules, or equivalent ERP systems highly beneficial.
• Knowledge of logistics and warehouse operations to recognize supply chain challenges and efficiencies.
• Previous involvement with international customers, understanding the complexity of cross-border trade.
• Basic understanding of import/export regulations and Incoterms to ensure compliance and smooth operations.

Additional Information

Burberry is committed to Equal Opportunities and recruits solely based on skills and experience without discrimination.