Customer Service Manager

Direct message the job poster from Provallar Executive Search

Helping CXOs Develop their careers and teams

Role: Customer Service Manager – Wholesale & International Accounts

Location: London

Salary: Excellent market rate, plus annual bonus, staff discount, and pension contribution

Holidays: 33 days (including Bank Holidays)

Our client, a global fashion brand, is seeking a skilled Customer Service Manager to oversee wholesale account servicing, with a focus on managing relationships with large retailers and e-tailers in the UK and Ireland, as well as distributors across Europe. This role is key to ensuring smooth end-to-end processes from order placement through to delivery and post-sale support.

Key Responsibilities

• Set up customer accounts and trading terms in collaboration with the sales team and management.
• Manage and issue sales order confirmations, ensuring alignment on terms, delivery schedules, and key account requirements.
• Monitor and coordinate shipping and delivery for both independent and key wholesale customers.
• Generate invoices, issue them to customers, and follow up on outstanding documentation or queries.
• Liaise with suppliers to track shipments and proactively manage timelines.
• Handle returns, exchanges, and warranty claims in a timely and professional manner.
• Provide weekly updates on order status, deliveries, available stock, customer issues, and e-commerce operations.
• Lead weekly Work In Progress (WIP) meetings with relevant teams to ensure alignment across departments.
• Manage delivery instructions and oversee execution of direct shipments.

The Ideal Candidate

• Experience in customer service within fashion wholesale, ideally working with major UK retailers.
• Excellent understanding of order processing, delivery logistics, and after-sales service.
• Strong communication skills, both written and verbal, with a customer-first mindset.
• Organised, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office, with experience using ERP or order management systems.
• A proactive problem-solver with a calm and collaborative approach under pressure.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Sales

Industries

Wholesale Apparel and Sewing Supplies, Wholesale Footwear, and Retail Apparel and Fashion