Burberry Looking for CUSTOMER OPERATIONS ASSISTANT MANAGER at New York, New York Full Time

INTRODUCTION

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. 

JOB PURPOSE

This role is focused on the Retail and Wholesale channels; managing the order lifecycle from order entry to order management, monitoring inbounds to DC, overseeing the fulfilment, the EDI operations and aftersales following all the relevant processes and KPI’s to ensure the smooth flow of goods to Retail doors and Wholesale Customers within the region. 

RESPONSIBILITIES

• Manage the complete sales order lifecycle, from order raising to dispatch of goods to customers & stores; ensure full support during markets to regional and corporate teams
• Monitor transit and distribution times for retail stores as well as wholesale customers to ensure the agreed launch date in every country for deliveries is achieved
• Produce accurate and detailed reporting to track retail and wholesale shipments and give visibility to key stakeholders (manager, wholesale, retail, finance, warehouse)
• Be the key supply chain link/representative between the regional retail and wholesale teams and central supply chain for relevant customers
• Ensure efficient and correct flow of information between supply chain and the regional teams with regards to availability of products and regional priorities
• Monitor the order book for shortages, cancellations, returns, product withdrawals, and administrative changes
• Provide the highest level of support directly to the wholesale customers via frequent delivery communication
• Work closely with the Credit team highlighting any impact on the supply chain and on quarterly targets of the accounts kept on hold and feedback to the relevant parties
• Coordinate with the warehouses, scheduling the picking process to ensure an adequate workflow while balancing available resources in consideration of business priorities and targets
• Ensure team is appropriately trained to enforce compliance for relevant accounts
• Collaborate with finance and manager to periodically review of global returns, commercial discounts and non-compliance penalties tracking them versus forecast
• Oversee the withdrawals and recalls processes, making sure all the agreed steps are followed by the relevant teams (i.e. Quality, Legal, Communications, Stores, Retail Operations, Merchandising and WS Sales)
• Review new EDI implementations and overall EDI strategy with the relevant teams

PERSONAL PROFILE

• Strong verbal and written communication skills
• Excellent organisational and managing skills 
• Time management skills to prioritise workload and multiple deadlines
• Understanding of order lifecycle activities
• Supply Chain and logistics knowledge and experience
• Working knowledge of managing orders on SAP (AFS/IS Retail) or similar systems
• Understanding of credit and accounts process 
• Highly analytical with advanced Excel skills and computer literacy
• Ability to work under pressure and cope with tight deadlines 
• Demonstrates a high level of attention to detail and accuracy 

MEASURES OF SUCCESS

• Positive leader who can inspire and support other members of the team to achieve group objectives by proactively sharing knowledge, information, and best practices
• Customer-focused, putting the customer at the centre of all your decisions and activities
• Innovative and open to new ideas, embracing new ways of working to support the business strategy
• Accountable for your actions by setting clear expectations and delivering
• Ability to communicate and build trusting relationships with a wide range of personalities in an articulate manner (i.e. key stakeholders such as Retail, Wholesale, customers, and management)

FOOTER

Burberry is an Equal Opportunities Employer and as such, treats all applications equally and recruits purely on the basis of skills and experience.