Customer Operations Coordinator

INTRODUCTION

At Burberry, we believe creativity opens spaces. Our purpose is to unlock the power of imagination to push boundaries and open new possibilities for our people, our customers and our communities. This is the core belief that has guided Burberry since it was founded in 1856 and is central to how we operate as a company today.

We aim to provide an environment for creative minds from different backgrounds to thrive, bringing a wide range of skills and experiences to everything we do. As a purposeful, values-driven brand, we are committed to being a force for good in the world as well, creating the next generation of sustainable luxury for customers, driving industry change and championing our communities.

JOB PURPOSE

The Customer Operations Coordinator plays a vital role within Burberry's supply chain, acting as the central point of contact to ensure seamless product availability to wholesale clients and retail locations across multiple regions. This role requires managing the complete lifecycle of orders—from initial entry and processing to final delivery and post-sale support.

In this fast-paced role, effective communication with both internal teams and external wholesale partners is essential, alongside coordination to resolve challenges and facilitate timely fulfilment. You will also provide operational backing to the Assistant Manager, contributing to training, process optimisation, and overall team efficiency.

RESPONSIBILITIES

• Account Management: Manage wholesale customer accounts across various countries within the EMEIA region, ensuring accurate order processing, timely confirmations, and responsive handling of requests including cancellations, returns, and invoicing.
• Coordination with Hub and Transportation Teams: Oversee order shipment progress, liaise with logistics providers to schedule deliveries, and ensure compliance with export procedures tailored to customer specifications.
• Order Tracking and Communication: Proactively manage and communicate any discrepancies related to product shortages, delays, or changes in scheduling with stakeholders to maintain transparency and customer satisfaction.
• Team Support and Training: Assist the Assistant Manager in daily operational tasks, support ongoing team training initiatives, and contribute to the continuous improvement of standard operating procedures.
• Wholesale Demand Fulfilment: Aim to maximise product availability for key business events such as store openings and promotions, contributing directly to meeting company sales targets.
• Enhancing Communication Channels: Foster strong relationships with internal departments and external customers, tailoring communication to diverse audiences to effectively address their needs.
• Operational Excellence: Champion innovative approaches to refine processes and reporting mechanisms, demonstrating agility in adapting to evolving business demands.
• Product Knowledge: Maintain in-depth awareness of the product portfolio and upcoming launches to support successful rollouts and anticipate potential supply challenges.

PERSONAL PROFILE

• Proficient to advanced skills in Microsoft Excel, enabling the production of detailed analytical reports and the interpretation of complex data sets.
• Exceptional verbal and written communication abilities, capable of engaging effectively with diverse stakeholders across functions and geographies.
• Demonstrated analytical thinking and adept problem-solving skills, with a keen eye for detail and accuracy in managing workflows.
• Solid understanding of the order lifecycle, encompassing the processes from order entry through to shipment and credit handling.
• Experience with SAP (particularly AFS modules) or similar enterprise resource planning systems is highly advantageous.
• Familiarity with logistics and warehouse operations, ensuring insight into supply chain efficiencies and challenges.
• Previous exposure to working closely with international customers, appreciating the nuances of cross-border trade.
• Fundamental knowledge of import/export regulations and international commercial terms (Incoterms) supports compliance and operational effectiveness.

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.

Posting Notes: United Kingdom || Not Applicable || London || SC CENTRAL OPERATIONS || CUSTOMER OPERATIONS || n/a ||