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, and 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'll find us everywhere,
in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent
Position:
Senior Customer Service Specialist BtoB
Work Location: UK Remote or Poole (Hybrid 3 days per week)
Type:
Full time, Permanent Role
What You Will Be Doing
The
Senior Customer Service Specialist
is a key operational leader, responsible for managing strategic customer relationships and driving cross-functional initiatives across Customer Service and Operations. This includes leading ERP (Oracle) enhancements, process improvements, and supporting service KPIs.
In addition to overseeing high-value accounts, the role provides day-to-day support to the CS team, offering guidance on tools and workflows, and stepping into a leadership role when the CS Manager is unavailable to ensure continuity.
Highly service-oriented, the Senior Specialist builds strong partnerships with customers, distributors, and internal teams including Logistics, Sales, Finance, and Supply & Demand Planning—promoting company values and delivering exceptional service.
Key Responsibilities
Customer Service Operations
* Managing strategic Customers, including order processing, delivery follow-up, returns & credits.
* Ensuring appropriate communication quality with Customers, Sales and internal stakeholders.
* Processing Orders in ERP system, ensuring accuracy and efficiency.
* Checking and sharing stock availability via ATS report.
* Efficient communication with Warehouse/Logistics teams, flagging potential issues and proposing solutions. As well as monitoring release progress throughout the month to support reaching target.
* Customer Claims / non-conformity: investigate, process and provide alternatives.
* Monitor Pre-Season Orders, ensuring delivery dates are realistic and released on-time.
Logistics
* Following up order preparations & collection, on-time, and in-quality. Close communication with 3PL (third-party logistics partner) to ensure successful delivery.
* Managing VAS (Value-added services) activities with the warehouse. Keep up-to-date instructions and solve potential challenges, continuously looking for efficiency opportunities.
* Following up EXW (customer collection) orders preparation and collections to ensure on-time deliveries.
* Monitoring delivery bookings with customers for DDP/DAP orders and assist 3PL if any issue with customer.
Team Management Support
* Second Lead in SOTL CS team, following CS Manager.
* Manage CS team when manager is absent.
* Prioritization of team tasks: check tickets daily in Zendesk and assign them to team members.
* Support team with technical issues, helping to provide solutions and direction.
* Onboard new team colleagues in CS department: support training throughout induction period.
* Continuous Improvement: lead projects and initiatives aiming to improve CS process.
Technical Reference / Master Data
* Key-User of Oracle ERP system and NuOrder B2B order intake system.
* New account set-up.
* Pricing and Promotion Management
* Projects: take the lead as SOTL CS team representant in key system upgrades.
Skills Minimum Qualifications:
needed to be successful in this role:
* Fluent in English French and German languages are a bonus
* A "customer-first" mindset and proven dedication to support the business in meeting and exceeding targets
* French and German languages are a bonus
* Excitement about joining a midsize yet growing company with fast-growing brands
* 5+ years in related experience
* Authorized to work in the UK on a full-time basis
* Advanced knowledge of all software/applications used (Oracle, Excel, Zendesk)
What do we offer?
* Competitive compensation package depending on experience and skills
* Collective Health Insurance or Gym Allowance
* Mobility allowance
* Flexible work policy with regards to working hours and work from home
* Increased flexi-days package after 1 year of service
* Perkbox
* Modern office with collaborative workspaces
* Employee assistance counselling line
* Employee discounts on all our EMEA products
* Lunch and Learns
* Company closure between Christmas and New Year's
* Employee Stock Purchase Plan
* The chance to work in an international, diverse, and inclusive environment
Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands Have the confidence to come as who you are because your point of view, 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 such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.
At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.
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 to change duties of the position at any time.