Founded in Norway in 1877, Helly Hansen continues to develop professional grade apparel that helps people stay and feel alive. Through insights drawn from living and working in the world’s harshest environments, the company has developed a long list of first-to-market innovations, including the first supple waterproof fabrics more than 140 years ago. Other breakthroughs include the first fleece fabrics in the 1960s, the first technical base layers in the 1970s, made with LIFA Stay Dry technology, the patented H2Flow temperature regulating system, and the revolutionary lighter, warmer LIFALOFT insulation. Building on Helly Hansen’s proprietary HELLY TECH waterproof/breathable system, the technical outdoor brand has most recently introduced the award-winning LIFA INFINITY PRO - the company’s most innovative and responsible waterproof/breathable technology to date. Helly Hansen is a leader in technical sailing and performance ski apparel, as well as premium workwear. Its uniforms are worn and trusted by more than 55,000 professionals and can be found on Olympians, National Teams, and at more than 200 ski resorts and mountain guiding operations globally. Helly Hansen’s outerwear, base layers, sportswear and footwear are sold in more than 40 countries around the world and the company is owned by Canadian Tire Corporation (CTC). To learn more about Helly Hansen’s latest collections, visit www.hellyhansen.com Customer Operations Representative x2 Location: Nottingham (Hybrid) Report to: Customer Operations Manager - UK KEY OBJECTIVES In this position you will have the opportunity to influence and develop one of Norway’s most internationally known and recognised consumer brands. As part of our professional, multi-national team you will hold a variety of challenging tasks servicing our UK & Ireland wholesale and B2B customers, while being part of the Europe West region. You will be the Key person in the Orderbook management, deliveries coordination and aftersales processes. Alongside the local sales force you will be supporting to develop the brand in your assigned territories. You will work towards strengthening the relationship with some of the most important Helly Hansen Group key players by delivering them continuous service Excellence. On an operational level you will search and implement effectiveness into your market to achieve excellence into your daily work. KEY RESPONSIBILITIES: Service Excellence Customer Service Excellence: Ensure first-class customer orientated advice and information service to Helly Hansen wholesale and B2b customers within the assigned region. Assist with the implementation of the Service Excellence Strategy and manage the development of a service delivery plan that will lead to the continuous improvement of the customer experience. Service Culture: Cultivate a “customer first” culture and approach your responsibilities with a continuous improvement approach. Consistently strive to exceed our customers’ expectations to produce continued success and sustained company growth. Customers Understanding: Maintain a high level of communication with customers regarding their service expectations, identifying elements important to them and ascertaining the best methods of communication. Best Value Service: Ensure the delivery of cost effective “best value” services by balancing customer’s requirements with budget targets. TEAM Team: To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service Excellence standards and the business objectives. Support: To provide support and assistance to colleagues within the team through Back up support, Trainings and adopting good team ethics. Cross Functional: Work with local sales, Finance, logistics and other cross functional teams across the company exchanging information and making decisions together to ensure best possible service toward our customers. OPERATIONS Order book Management Support and follow up on Order Entry Check that orders are entered with correct terms and discounts according to seasonal deadlines Monitor product availability and communicate with accounts and sales teams about possible changes that affect pending orders Ensure orders are released on time to meet customer requested date Reconciliation of returns, chargebacks, and exceptions Support monthly Forecast process and active follow up of the country monthly shipping targets Special Projects: Participate in local and global projects if required. SKILLS / PERSONAL QUALITIES As a member of the Customer Operations Team it is required to have an excellence approach servicing our customers, be a positive influence in the team and excel in the daily operations management. Below is the set of skills you should bring and develop in this position: EXPERIENCE / QUALIFICATIONS Working experience in a Customer Service environment Feeling for the needs of customers and being able to turn a complaint into positive sales Computer literate, Experience in ERP system is a plus WE OFFER Young, dynamic, creative and international environment A culture of empowerment and ownership A culture that rewards ‘excellence’ in an exciting phase of growth and opportunities This position is a full-time employment, based in our UK offices (applicants will need to provide right to work in the UK evidence upon an offer of employment). Helly Hansen is an equal opportunities employer. Applications are ONLY accepted via our careers page. 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