Customer Operations Specialist - Retail

London, United Kingdom
08 Aug 2022
07 Sep 2022

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.


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.

We take pride in creating an open and collaborative environment where everyone enjoys each other's company in an atmosphere that fosters trust, integrity and empathy.

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.


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.


• 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

• 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

• Previous experience working with international customers
• Understanding of import/export and Incoterms
• All sectors welcome but active interest required. Experience / understanding of luxury


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 ||

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