New Era Cap
Customer Operations Coordinator (Fluency in English & French)
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Customer Operations Coordinator (Fluency in English & French)
Job Title
Customer Operations Coordinator Strategic Accounts (Fluency in English & French Required)
Location
Milton Keynes
Reporting to
Customer Operations Manager
Job Description
We are seeking a highly organised and commercially aware French-speaking Strategic Accounts Customer Operations Coordinator to manage and support our Strategic Partners. Reporting to the Customer Operations Manager, this position ensures the smooth operation of daily service activities and contributes to delivering exceptional customer experience.
Responsibilities
- Act as the primary Customer Operations contact for two French strategic Wholesale accounts
- Coordinate both warehouse fulfilment and direct shipment order flows, ensuring customer requirements and service levels are achieved
- Build strong relationships with account contacts to understand their operational needs and service expectations
- Attend regular account review meetings and provide performance updates
- Monitor and manage order flow from placement to delivery. Entering orders into SAP required
- Liaise with internal teams (logistics, warehouse, sales) to resolve issues and ensure timely fulfilment
- Proactively identify and mitigate risks to order delivery or customer satisfaction
- Produce order books focusing on customer requirements and business targets
- Handle escalations swiftly and professionally, ensuring root causes are identified and addressed
- Track and report on recurring issues, working cross-functionally to implement long-term solutions
- Manage and input customer data including pricing, part numbers and VAS (Value-Added Services)
- Provide weekly and monthly performance reports tailored to each account
- Assist customers with pricing, credits, invoices, and terms
- Collaborate with internal stakeholders to streamline processes and improve service delivery
- Contribute to strategic initiatives aimed at enhancing customer experience for key accounts
- Assist with updating customer supply pricing, part numbers, and other VAS requirements in SAP in a timely manner
- Attend any training and development courses
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Knowledge and Experience
Requirements
- Minimum one to two years of general office experience, with demonstrated skills and measurable success in the following areas:
- Excellent working knowledge of Microsoft Office, particularly Excel
- Fluent French and English (written and spoken)
- SAP experience desirable but not essential
- Highly organised with strong attention to detail and ability to manage multiple priorities
- Strong understanding of B2B wholesale operations and service delivery within high-volume strategic retail or marketplace environments
- Commercial awareness and ability to understand the impact of service on business performance
- Excellent verbal and written communication skills
Desirable
- Experience supporting complex strategic wholesale or retail customers with demanding compliance, routing, EDI, direct shipment, and fulfilment requirements
- Knowledge of logistics and supply chain processes
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