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Job ref no.: CT3124999-01#0013
Burberry Asia Limited

Customer Operations Specialist - Supply Chain

Burberry Asia Limited

JOB DETAILS

  • The account specialist is responsible to follow the life cycle of wholesale and retail contracts from order entry to delivery of products to wholesale accounts and Burberry stores.
  • This role requires frequent communication (written and verbal) with wholesale partners and Burberry retail internal stakeholders and involves team work and partnership with many teams within our organisation.
  • You will be working in a fast-paced environment, performing various tasks to support on time and accurate fulfilment of the Burberry products.
  • The customer operation team is responsible for optimising the availability of products to Burberry stores and wholesale customers by leveraging its unique position within supply chain to connect central and regional functions. 

RESPONSIBILITIES

Account Management

  • Raise orders accurately during market for merchants/wholesale team, place out of market orders and carry out order amendments
  • Prepare and edit order confirmations and send to customer
  • Raise orders for replenishment and store openings/events/vic clients, raise hub to hub orders to re-balance stock, support regional requests from asia/us teams
  • You will be responsible and managing an account/product category and customer relationships in cooperation with the coordinator and supervisor.
  • Participate in creating customer relationship plans, attend customer meetings and manage communication via emails, phone calls and face to face
  • Process cancellations, credits, debits, returns of faulty and non-faulty goods
  • Provide daily activity reports as needed by the business, leadership or account
  • Manage edi process from initial transmission through to shipping activity and fallout claims (us region)
  • Assist with uploading materials in the edi catalogue when needed as well as adding and removing pos billing blocks (us region) 

Hub teams/transportation

  • Monitor order to shipment flow to ensure timely shipping and coordinate with hub, work closely with transportation team
  • Prepare shipments according to customer requirements, export procedures and provide instructions to hubs, request updates on available goods/qc release etc / returns coordination 

Credit management

  • Work closely with the accounts payable team to reconcile invoices/investigate discrepancies/raise proforma invoices / follow up accounts credit release 

Order management

  • Participate in communication of shortages, vendor delays and re-timings etc to the region/customers. 

PERSONAL PROFILE

WHOLESALE

  • Achieve high shipping percentage of the order book in line with company fiscal targets.
  • Monitor the customers’ orderbook efficiently.
  • Provide a best in class customer experience.
  • Maximise product availability for regional events, store openings, marketing campaigns, etc. 

RETAIL

  • Coordinate stock movement within EMEIA and across different regions.
  • Review the “on time delivery" reports and drive business actions accordingly.
  • Maximise product availability for regional events, store openings, vip appointments 

COMMUNICATION

  • Improve lines of communication with internal and external customers
  • Build strong relationships while minimising escalations
  • Know your audience and influence your stakeholders. 

OPERATIONAL EXCELLENCE

  • Continuous improvement of processes and reporting •
  • Be knowledgeable of all company’s operating systems.
  • Be agile and innovative. 

PRODUCT

  • Improving product availability and visibility on delays and cancellations.
  • Know your product and store
  • Be aware of key launches & make them successful

MEASURES OF SUCCESS

Required

  • Very good to advanced excel skills in order to produce reports by interpreting large amounts of data
  • Excellent verbal and written communication skills
  • Strong analytical and problem-solving skills

Preferable

  • Understanding of order lifecycle activities
  • Understanding of shipping and credit processes
  • Good knowledge of managing orders in sap (afs/is retail) is preferable
  • Edi understanding 

Desired

  • Previous experience working with international customers
  • Understanding of import/export and incoterms
  • All sectors welcome but active interest required. Experience / understanding of luxury 
More job information
Job ref no. CT3124999-01#0013
Salary
Job Function
Industry
Location
  • Quarry Bay
Employment Term
  • Permanent
  • Full-time
Experience
  • 3 years - 8 years
Career Level
  • Entry level
Education
  • Degree