International Office Support Manager

International Wholesale Customer Service Manager | Manchester | £42,000 - £45,000 DOE

Zachary Daniels are recruiting for an International Wholesale Customer Service Manager to join a well-established and loved omni-channel fashion retailer. This is chance to be part of an amazing business who are currently going through their most sustained period of growth with more incredible growth projected!

The International Office Support Manager will provide top-tier service and administrative support to international offices, ensuring effective communication and implementation of policy and procedural changes. This role will foster strong relationships with Country Managers and Office Managers to facilitate best practices across all offices.

Key Responsibilities as International Wholesale Customer Service Manager:

• Responsible for 5 International Sales Support team members
• Collaborate with the International Director on research and planning for new and existing markets.
• Attend and contribute to regular Country Managers meetings.
• Negotiate and maintain customer agreements and terms & conditions.
• Proactively manage relationships and commercial agreements with distributors and commercial agents.
• Prepare budgets and forecasts for non-EU customers and distributors.
• Oversee daily operations for customer orders, including order input, managing stock shortages, and communicating revised delivery dates.
• Record and resolve customer complaints to ensure satisfaction; identify trends and implement corrective actions.
• Work closely with logistics and carriers to ensure service levels are met.
• Provide support to the International Retail Merchandising team for store set-ups.
• Maintain meaningful and up-to-date job descriptions for all team members.
• Conduct ongoing performance management, including employee engagement, ADRs, and 1-1 sessions.
• Manage attendance and performance in line with company policy.
• Prepare and maintain up-to-date performance and development plans for all team members.
• Ensure consistent service by managing team coverage during holidays and absences.
• Ensure all daily business tasks are completed on time, maintaining a high level of customer service.
• Manage team development and training schedules for all members.
• Maintain a Personal Development Plan (PDP) for continuous growth.
• Review and improve business processes, identifying areas for improvement and ensuring efficiency.
• Maintain comprehensive documentation of processes and procedures.
• Provide updated price lists to Country Managers as agreed with the Merchandising team.
• Deliver monthly, quarterly, and annual KPI targets as part of the annual business planning process.
• Produce weekly and monthly reports to track team performance against key metrics.

Key Experience & Skills as the new International Wholesale Customer Service Manager:

Essential

• Proven customer service experience with a focus on quality and efficiency.
• Ability to manage resources and workflows effectively.
• Strong data input and analysis skills.
• Excellent communication and organisational skills.
• Positive, self-motivated, and results-oriented mindset.
• Strong time management and prioritisation skills.

Benefits:

• Pension
• Flexible & Hybrid Working
• Free on-site parking
• Subsidised canteen
• Fitness perks
• 32 days annual leave + increasing with service
• Enhanced maternity & paternity

Don't miss the chance to be a part of something special and take your career to new heights. Apply now!

BBBH32457