Role: Customer Service Manager – Wholesale & International Accounts
Location: London
Salary: Excellent market rate, plus annual bonus, staff discount, and pension contribution
Holidays: 33 days (including Bank Holidays)
Our client, a global fashion brand, is seeking a skilled Customer Service Manager to oversee wholesale account servicing, with a focus on managing relationships with large retailers and
e-tailers in the UK and Ireland, as well as distributors across Europe. This role is key to ensuring smooth end-to-end processes from order placement through to delivery and post-sale support.
Key Responsibilities
* Set up customer accounts and trading terms in collaboration with the sales team and management.
* Manage and issue sales order confirmations, ensuring alignment on terms, delivery schedules, and key account requirements.
* Monitor and coordinate shipping and delivery for both independent and key wholesale customers.
* Generate invoices, issue them to customers, and follow up on outstanding documentation or queries.
* Liaise with suppliers to track shipments and proactively manage timelines.
* Handle returns, exchanges, and warranty claims in a timely and professional manner.
* Provide weekly updates on order status, deliveries, available stock, customer issues, and e-commerce operations.
* Lead weekly Work In Progress (WIP) meetings with relevant teams to ensure alignment across departments.
* Manage delivery instructions and oversee execution of direct shipments.
The Ideal Candidate
* Experience in customer service within fashion wholesale, ideally working with major UK retailers.
* Excellent understanding of order processing, delivery logistics, and after-sales service.
* Strong communication skills, both written and verbal, with a customer-first mindset.
* Organised, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
* Proficient in Microsoft Office, with experience using ERP or order management systems.
* A proactive problem-solver with a calm and collaborative approach under pressure.