Join our team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Braun, PUR, Vicks, Honeywell, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people’s lives everywhere every day.
Look around your home and you will find us everywhere – in kitchens, living rooms, bedrooms, and bathrooms. We are already making everyday lives better and are powered by knowledgeable, enthusiastic, and forward‑thinking people committed to building an inclusive culture. Whether you are just starting your career or seeking a challenge, we recognize, develop, and empower talent.
Position
Customer Service Specialist BtoB
Department
Operations / Customer Services
Work Location
London
Role Type
Full time, Permanent
What You Will Be Doing
Deliver outstanding customer service for Osprey BtoB (via email & telephone) to retail partners, working closely with the regional sales team to identify risks, potential, and relevant action. Ensure customer orders are processed efficiently and accurately and delivered to customers within expected timescales.
Key Responsibilities
- Support stock availability & price information requests primarily over email.
- Manage retail customer orders from inputting the order until the final invoice in Helen of Troy ERP system (Oracle) and send order confirmations to customers.
- Liaise with and support sales reps and agents regarding customer accounts, enquiries, and order book issues.
- Provide and analyze data and customer performance to sales.
- Process orders placed via the B2B system and input other manual orders.
- Record values of orders and cancellations on relevant internal logs.
- Assist Senior Merchandising Specialist with order processing, depletion, and administration.
- Amend customer orders to meet requirements (including cancellations).
- Deal with non‑conformity issues.
- Ensure appropriate carriage charges, discounts, and product catalogues are applied to orders.
- Keep customer records up to date.
- Support sales reps and retail partners in identifying risks, potential, and relevant action points to jointly maximise conversion and overall performance, including attending recurring meetings.
- Compile weekly forecasts for the warehouses regarding expected releases.
- Provide detailed feedback to CS Manager on any factor potentially affecting monthly or quarterly performance.
- Monitor orders pre‑season or otherwise on the system daily, ensuring they are passed to the warehouse at the appropriate time to meet customer delivery dates and shipping targets.
- Support Supply Chain Outbound to ensure that customer delivery requirements are met; plan pallet splits based on transport method.
- Identify any blocking issue (credit hold, cash in advance, stock availability, etc.) preventing order from being released to warehouse, follow up actions, and escalates if needed.
- Communicate with customers about deliveries; arrange booking slots if required.
- Monitor order preparation and collection to ensure they are completed on time and to the required quality standards, maintaining close communication with the 3PL partner to secure successful delivery.
- Generate shipping documents: pro‑forma invoices, picklists, and returns.
- Manage VAS (Value‑added services) activities with the warehouse, keep instructions up to date, and solve potential challenges, continuously looking for efficiency opportunities.
- Handle customer care/after‑sales, register complaints, and investigate with warehouses (missing quantity, damages, wrong delivery address, etc.).
- Provide timely order updates to customers, proactively flag any changes, and resolve complaints promptly with effective solutions and follow‑up.
- Monitor on‑time deliveries and support business to reach monthly sales results.
Skills Needed To Be Successful In This Role
- At least 2 years of experience in BtoB customer service, preferably within FMCG.
- Knowledge of logistics, transportation, and order management.
- Fluent in English (spoken and written); knowledge of French is a plus.
- Strong initiative, problem‑solving skills, effective communication, and a customer‑centric, results‑oriented mindset.
Minimum Qualifications
- Degree or equivalent experience in Customer Service, BtoB Sales, Logistics, or Operations.
What We Offer
- Competitive compensation package depending on experience and skills.
- Flexible work policy regarding working hours and work from home.
- Increased flexi‑days package after 1 year of service.
- Perkbox membership.
- Modern office with collaborative workspaces.
- Employee assistance counselling line.
- Employee discounts on all EMEA products.
- Lunch and Learns sessions.
- Company closure between Christmas and New Year’s.
- Employee Stock Purchase Plan.
- Opportunity to work in an international, diverse, and inclusive environment.
Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your perspective, skills, and experience will make us stronger. If you’re eager to share new ideas and try new things, we want to hear from you.
Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands that often rank in the top three of their categories, making the Helen of Troy name synonymous with excellence and ingenuity.
Our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. We are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio.
The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or change duties of the position at any time.
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