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Customer Operations Specialist

2 mesi fa

Milano, Lombardia, Italia Farfetch A tempo pieno

About New Guards Group

New Guards Group is a leading luxury fashion company that operates under the umbrella of the FARFETCH Group. Our portfolio includes 9 international luxury brands, each with its unique identity and style. We are committed to redefining the way luxury is conceived, communicated, and shared.

The Role

We are seeking a highly skilled Customer Operations Representative to join our Customer Service team. As a key member of our team, you will be responsible for managing pre-season and in-season order book management and execution for our key accounts. Your primary objective will be to drive a qualitative and healthy order book, achieve shipping targets through effective inventory management, and deliver superior customer service.

Key Responsibilities

  • Drive orderbook quality by executing timely order book reconciliation processes at the time of order entry.
  • Drive seasonal execution excellence: partner with the sales team to drive proactive management of holds, cancellations, returns, launches, etc. Proactively flag product delays and order book gaps, and take action.
  • Execute shipping: provide visibility to the customer on the shipping status of their sales orders. Monitor delivery performance and solve problems, in collaboration with the logistics team, information & analytics, and the carrier.
  • Deliver superior customer service to your accounts. Ensure a smooth flow of goods and provide accurate and timely information. Monitor performance against the agreed SLA through specific metrics and drive actions to improve accordingly.
  • Collaborate with commercial, planning, and buying teams to maximize product availability and supply chain efficiency.
  • Analyze internal processes, order book patterns, and shipping performance. As issues surface, identify root causes to suggest and act upon process improvement opportunities.
  • Build great working relationships with counterparts in Sales, Finance, Logistics, and IT to drive world-class support for our customers.
  • Support the Customer Operations Manager on projects and requests of the larger Operations team.

Requirements

  • You have at least 2 years of relevant experience in Customer Operations / Supply Chain, at international consumer goods companies. A background in the sporting goods or fashion industry is preferred.
  • You have proven experience in managing supplier/customer relationships. In addition, you have a good understanding of consumer behavior, and the retail landscape and trends.
  • You have a Customer Service mindset with a focus on delivering a superior service experience.
  • You demonstrate a strong conceptual understanding of supply chain business models.
  • You possess advanced analytical and problem-solving skills. Experience with BI/reporting and/or data visualization tools is a plus.
  • Fluent in French written and spoken.
  • Strong interpersonal and written/verbal English communication skills are a must, with the ability to effectively communicate and influence across various levels within the organization.
  • Advanced level proficiency in using MS Word, Excel, and PowerPoint. Experience with Microsoft Dynamics 365 is a plus.
  • You enjoy working in a multi-cultural environment and fostering diversity and inclusion.

What We Offer

  • Great compensation package (in consideration of your professional experience).
  • Lunch tickets.
  • Discounts on all NGG brands and partners including FARFETCH and Browns.
  • Brand new headquarters located in the centre of Milan.

Equal Opportunities Statement

  • New Guards Group is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships, and communities.