Customer Service Advisor

Job ID: 443

Job title: Customer Service Advisor

Function: Customer Operations - Supply Chain

Location(s), postcode: Nottingham, NG2


The Customer Service Advisor is a hybrid role, that is responsible for both servicing a portfolio of accounts within channel structure as well as providing customer & consumer support for queries relating to specific products within our brand portfolio.  This role is responsible for managing & reviewing the seasonal orderbook per customer in line with demand and supply and working closely with the Channel Merchandisers to ensure forward order meets demand.  This must be delivered with a focus on customer journey and experience. 


The role you’d play:


  • Resolving Customer and Consumer product queries
  • Communicating with customers
  • Order placement and delivery against customer orderbook
  • Organizing, tracking and satisfying season order requests
  • Stock allocation and logistics
  • Processing cancellations, credits, debits, returns of non-faulty goods, VAS and DC requirements
  • Exporting documentation and compliance for global logistics
  • Order management and administration of business processes related to orders for goods or services
  • Managing the key activities and actions involved in processing an order to the satisfaction of the customer
  • Providing constantly updated Sales and Order book information, a record of customer returns, debits and credits and general and order processing activity
  • Making and communicating the necessary changes made to the Customers Order book in line with the business and customers’ requirements
  • Identifying potential problems and solutions required to manage Customer OTIF
  • Working cross functionally with the Asia merchandising and shipping team to manage the aspect of delivering Direct Delivery Export to Market if required
  • Understanding of Export and Internal Direct Delivery processes
  • Producing regular Data analysis on Order Book and Supply Chain using internal and external sources
  • Interrogating and sourcing information from SAP
  • Working with specific Customers within channel; Pentland Distribution; Pentland Shipping Customer Operations teams


What you’d bring:


  • Intermediate Excel skills
  • A working knowledge of SAP
  • A working knowledge of Sales Force or similar CRM systems
  • Customer Service/Key Account Sales Support experience and/or Sales environment experience
  • Experience in administrative duties (raise cancellations, credits, debits, invoicing and orders)
  • Stock management and orderbook management skills
  • Experience of interpreting large amounts of data and confident in reporting procedures
  • Experience of managing or having exposure to Global Accounts, Multi-National distributors and retailers
  • Knowledge and management of on-line Retailer/distribution
  • Excellent verbal, written and presentation skills
  • Attention to detail
  • Problem solving skills
  • Ability to work well within a team


What you’ll get in return:


  • Competitive renumeration package
  • Hybrid / smart working
  • Brand and retail perks
  • Financial perks
  • Travel perks
  • Time out perks
  • Wellbeing commitment


Who we are:


Pioneering Brands that Make Life Better


We are Pentland Brands, a global business touching the lives of millions through some of the world’s most-loved active and footwear brands. We own Speedo, Berghaus, Canterbury of New Zealand, Endura, Mitre, Ellesse, SeaVees, KangaROOS and Red or Dead. We’re the UK licensee for Kickers and have a joint venture with Lacoste footwear.


We have a rich and remarkable history, of family, of ambition and of innovation, of leading from the front with a legacy of outstanding brands and equally outstanding people. Of pioneering brands that make life better. Brands that create an emotional connection with our consumers and help keep people on the move. Brands that do good, that form part of a positive business that takes action for people and planet.


We celebrate differences and give everyone the freedom to innovate and develop because we know this is an exceptional place to build brands and build your career. We want you to come to work every day excited about what we can achieve when we have a clear and single-minded focus on being consumer-centric and relentlessly focused on improving our performance.


Always guided by our principles, we not only do a great job, but we also do it in the right way; success is a team game; with clarity and courage; better as standard; in good conscience. We believe every individual has the power to shape the Pentland of the future, by making sure that every day we’re better than the day before. Join our team of passionate, exceptional individuals, and do the best work of your life.


All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age or disability.


To find out more go to or follow @pentlandbrands on Twitter, LinkedIn, Instagram or Facebook.


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