Customer Service Specialist – B2B (London)

About the role

Join Helen of Troy’s Operations team in London as a Customer Service Specialist focused on B2B retail partners. You will deliver outstanding service via email and telephone, ensuring orders are processed accurately and delivered on time.

Key responsibilities

• Handle stock availability and price information requests primarily through email.
• Process retail customer orders from entry to final invoice using the Helen of Troy Oracle ERP system.
• Liaise with sales representatives and agents to resolve account and order issues.
• Provide data analysis and performance feedback to the sales team.
• Record order values, cancellations and maintain internal logs.
• Assist the Senior Merchandising Specialist with order processing and depletion administration.
• Amend orders, manage cancellations and address non‑conformity issues.
• Apply correct carriage charges, discounts and product catalogues.
• Maintain up‑to‑date customer records and support risk identification with retail partners.
• Compile weekly forecasts for warehouse releases and monitor order status to meet delivery targets.
• Collaborate with Supply Chain Outbound to ensure customer delivery requirements are met, including pallet planning and resolving blocking issues such as credit holds.

Required profile

• Experience handling B2B customer service or order management.
• Familiarity with ERP systems, preferably Oracle.
• Strong attention to detail and ability to work with large data sets.
• Effective communication skills for interacting with sales teams and retail partners.

Required skills

• Oracle ERP