Wholesale Customer Service Lead

As the Wholesale Customer Service Lead, you’ll be at the forefront of shaping processes and creating best practices within a growing and dynamic segment of the business.

You will work closely with the Key Account Manager and Global Director of Wholesale & Franchise to target, develop and foster relationships within the UK and Middle East, additional markets are on the horizon, including Central Europe, Central and South America and/or Asia Pacific.

You'll ensure we are delivering wholesale orders to our partners, on time (OTIF) and maximising margin. You'll maintain the order books and associated KPIs for all customer accounts. This is a commercial, customer driven, operations role; the first permanent one of its kind in our company so you will have autonomy to create best practices, and positively impact our company revenue!

WHAT YOU'LL BE DOING:

You'll be the interface of Gymshark‘s regional partners. You'll collaborate with the internal planning team, managing partners’ portfolio's from order to cash cycle, sales and operational planning to drive business excellence and brand positioning.

• Leading and forming a best in class and full service oriented Customer Service Team (currently a team of 2 with plans to expand)
• Be the face to our partners and deliver the highest level of customer service and respond in a timely and efficient manner to all incoming inquiries and correspondence, both internal and external.
• Drive customer satisfaction by consistently delivering high quality service and meeting service fulfilment measures as seen by partner’s lens.
• Develop and review reports relating to order book KPI’s, financial forecasts and transactional activities of the team in coordination with the Sales Lead.
• Review of order book to ensure customer requested delivery is achieved and supporting order book conversion and OTIF (on time in full)
• Proactive data analytics on customer behaviour trend and out of stock risks taking in account inputs from Demand Planning, Sales, Partner and Service Strategy to ensure efficient order fulfilment.
• Optimise orders where logistical efficiency is required such as attainment of logistics trade terms (3PL), picking, pallet or vehicle allowances, or journey/route planning requirements exist.
• Coordinate with freight forwarders, carriers, and other logistics providers to arrange shipment of goods and monitor shipment progress and resolve any issues that may arise, such as delays, damages, or missing items
• Process, coordinate and investigate customer shipment claims or return requests following existing Company policies, procedures and programs.

WHAT YOU'LL HAVE

• Excellent knowledge of Supply Chain and/or Logistics.
• Team Leadership Skills
• Evidence of working within Customer service/ Exports/ Logistics role at leadership level.
• A high level of problem-solving ability.
• Superior attention to detail and accuracy.
• Excellent communication skills and a proven ability to develop long lasting relationships.
• Experience in working under pressure to meet deadlines and conflicting priorities
• Strong Microsoft Office skills are essential - particularly excel as we are still building our infrastructure.
• Team player with high planning, organising and reporting abilities

As we are early in our stages of Wholesale domination, we would require the successful candidate to attend at least 4 days a week in GSHQ, Solihull, UK.

*Please note, the internal title for this role will be Wholesale Customer Service Lead, we may refer to it as Wholesale Customer Operations Lead.

THE PERKS. 

At Gymshark we believe in the importance of investing in our employees through their physical, mental, and financial health along with being able to provide some fun and inclusive perks along the way. 

🏖 33 days holidays (including Bank Holidays) + your birthday  
💰 Employer pension contributions up to 7% 
🏋️‍♀️ Contribution to a gym membership  
🦈 50% Gymshark Discount 
🥇 Financial, Physical and Mental Wellbeing Support 
🤒 Paid time off when you’re physically and mentally unwell 
🧸 Generous Family Leave package – we support you extending your family 
💰 Bonus potential 

BELONGING AT GYMSHARK. 
Our mission is to be a place where everyone belongs. We’re an equal opportunities employer, and for us that means we always strive to be as inclusive as possible in all aspects of employment, right from your application. We’re committed to finding reasonable adjustments* for candidates with specific needs or have a disability during our recruitment process, and all applicants will be considered fairly and equally. We do not tolerate discrimination of any kind. *If you’d like to request a reasonable adjustment please email [email protected]

OUR VALUES ARE INVALUABLE 
Sharing the same values and beliefs make us who we are – visionaries. You will be the type of person that always looks to be accessible, inclusive, and humble (Be Human). You are conscious of the world we live in, caring for those around us and are proactive to create positive change (Give a Shit). You are honest, trustworthy, and genuine (Do the Right Thing). You are ambitious, agile and have a disruptive approach (Find the Gymshark Way).  You understand that to go further, we go together (Put Family First)