Title: Sales & Operations Executive

Department: Sales & Education

Location: Victoria, London (with remote working accepted upon Manager approval)

Reports To: Retail Operations / Sales & Education

ROLE SUMMARY

To deliver the highest level of Customer Service and Support to all Jo Loves Internal and External Customers on delivery of product requirements COTIF*
Ensure all sales and order support are delivered COTIF*
To manage Key Supply Chain processes from sales order through to delivery and dispatch for all Jo Loves Ltd SKUs.
Providing admin and sales reporting support to key areas within the sales supply chain management, to deliver excellence in Internal and external customer satisfaction.
Support in registration and NLF paperwork required for B2B customers to launch within their region
Where necessary assist the department in terms of operational administration and reporting.
Process driven, adhering to all role and department protocols and KPIs

*COTIF Complete On Time In Full

ROLE ACCOUNTABILITIES The main duties of this role

SOPS – Sales Order Processing

Create a protocol and proactive approach to SOPs by:

Create service and delivery schedules based on B2B and B2C customer deliveries.
Maintain, create, and update robust systems so that customer service levels are delivered in line with channel, market, territory expectations.
Generating incremental sales where possible through customer service
Create a customer service log so continuous improvement initiatives and new business opportunities can be implemented on both positive and negative feedback

25% OF TIME

Back-office management of supply chain functions

Oversee and manage the day-to-day Sales Operating Processes including:

Sales Order processing
Goods dispatching
Arranging transport for collections and delivery
Manage Stock/Carrier related issues, problem solving and resolution.
With the support of NPD and Retail & Operation Manager mange the International Registration process for new and existing B2B customers as well as NLF for UK B2B business.

20% OF TIME

Front office management of supply chain functions

Oversee and manage the day-to-day Sales Operating Processes including:

Maintain the logistics and delivery mechanisms between the warehouse and B2B & B2C customers, focusing on customer satisfaction and accuracy.
Liaising with Retail Operations Manager & Senior team in ensuring order levels are to forecasted sales and customer orders are delivered in a timely, efficient manner. Working with the operations team to focus on communicating out of stocks across B2B and B2C channels .
Planning and coordinating deliveries of finished goods to B2B customers including booking in deliveries via e-mail and telephone.
Liaise with other departments to ensure the highest customer service is met and relevant internal processes are carried out accurately and efficiently
Allocate stock to B2B customer orders correctly and within acceptable time limits.
Complete administration for goods in and goods out procedures accurately.
Arrange the collection and delivery of parcels and mail in the UK and internationally, i.e. retailer samples
Request and facilitate all the relevant paperwork required for any B2B or B2C International Customer Requirements

25% OF TIME

Sales Assistance

Assist in Stock and NPD delivery schedules COTIF and ensuring the smooth transition of stock to the end customer by:

Create, update and maintain all customer order schedules
Support the Sales & Education team in the maintenance and communication of order forms and price lists out to B2B customers.
Support in all preparation for sales meeting.
Maintain the sales report for B2B and B2C channels through analysis of the Jo Loves and retailer sales reports

20% OF TIME

Adhoc Team Duties to support Company Growth

Adhoc team duties to ensure departmental KPIs are COTIF
Assist in system projects and integrations to improve and maintain company efficiencies

10% OF TIME

ROLE QUALITIES

An extremely enthusiastic and sincere individual. The ability to make the customer (at all levels) feel really indulged in the Jo Loves brand.
The ideal candidate will have a can-do attitude, willing and eager to learn and support the growth of the brand in ever improving and evolving processes.
An analytical background in sales and a desire to build a career in sales through analysing the sales numbers and driving proactive analysis and relationships to drive future sales.

ROLE REQUIREMENTS

Key Attributes

Excellent telephone and email manner

Sales orientated

Natural problem solver

Extremely positive attitude

Ability to shrug off negative feedback and turn the situation into a positive

Highly Organised, strong analytical and numeracy skills

Good IT skill, with proficiency in Microsoft Excel

Good communication skills both internally and with customers

Likes working to agreed processes

Commercially astute, enthusiastic, and willing to learn

Desire to make a difference

Embraces change

A team player

Logical thinker

Knowledge of/experience

Customer Service

SOPS/POPS

Registration / Compliance Awareness

Qualification

A Level – Degree level

Experience

1-year minimum previous experience in a similar role

Knowledge of sales and customer service within a luxury brand or fragrance/beauty preferable but not essential.

Jo Loves

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