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CS Wholesale & Partnerships Executive

Location: Derby
Company: Ted Baker
Ted Baker
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Ted’s Guide to what the CS Wholesale & Partnerships Executive does around here…

Ted’s Mission Statement

Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an efficient and courteous manner and by maintaining Ted’s high standards and integrity, we pride ourselves in always being in a position to satisfy the needs of our customer. In order to protect the ethos and persona for which we have gained an enviable reputation, we always ask ourselves the question: ‘Would Ted do it that way?’**

Where does this role fit within Ted's Team?

As the front-line support for Ted Baker’s global Trustee B2B (Business to Business) customer base, Ted’s Wholesale Customer Service Agent works closely with the Wholesale team and is responsible for building strong and lasting relationships with Trustees to effectively assist with any queries/requests and resolve complaints through various communication channels within the agreed SLAs.

Main responsibilities

  • Daily interaction and communication with Ted’s Trustees.

  • Responding to Trustee/B2B Partner queries through allocated tickets, emails, letters, CS telephones and live chat – all managed through a tailored customer contact system.

  • Manage and remedy complaints in regards to Ted Trustees’ issues and faulty goods – undertaking appropriate internal investigation and/or liaising with Ted’s Wholesale, Distribution Centre, Finance and Production teams.

  • Investigate and resolve shortage or delivery queries from Trustees.

  • Liaise with and track status of orders through 3rd party courier companies.

  • Creating and placing replacement orders for Ted’s Trustees upon request.

  • Checking stock levels in multi-territory locations for customer requests and liaise with Wholesale team on movement of stock in system if needed.

  • Demonstrate knowledge of product lines, online services, Wholesale service, prices, delivery times, drop ship items, various marketing promotional services, and similar data, as required.

  • Assist Ted’s clients in returns (including stock swaps), sample returns and replacements/exchanges.

  • Responsible for the creation of SRNs (Sales Return Note) in AX (Ted’s ERP system).

  • Attend UBB (Ted’s head office in London) during selling seasons to meet and greet Trustees and key stakeholders within the business in order to build effective working relationships.

  • Liaise between Ted’s Shipping team, Distribution Centre and Trustees to resolve customs paperwork issues.

  • Upload invoices to Trustee Portal at point of despatch.

  • Flagging high volume/continuous faults of a style to Production & Wholesale teams.

  • Perform other assigned duties from the management team as required.

Personal traits…

  • Excellent organisation and time management skills to effectively prioritise a varied workload.

  • Comfortable working autonomously, using initiative to investigate and resolve issues.

  • Meticulous attention to detail.

  • Respond effectively in a fast-paced environment.

  • Strong sense of urgency to meet deadlines.

  • Excellent written and verbal communication skills.

Tools of the trade…

  • Administration experience essential.

  • Demonstrable experience of building excellent working relationships.

  • Previous experience with customer contact tools (Zendesk) preferable.

  • MS Office proficiency (Word, Outlook, Excel, Power Point).

  • Microsoft AX experience ideal but not necessary training will be provided.

  • Availability to travel to London infrequently throughout the year with reasonable notice.

Ted’s Values…

  • Authentic We have the freedom to be our ‘best self’, being true to ourselves and others

  • Kind We try to do the right thing: for each other, our communities, our planet and for Ted

  • Curious We are hungry to explore, innovate and think differently

  • Courageous We have the confidence to be brave, have fun and discover the unexpected

  • Inclusive We embrace and respect individuality and celebrate difference & diversity

Ted Baker is committed to equal opportunities and embraces diversity, understanding the needs and benefits of a balanced, inclusive workforce. We do not tolerate any harassment or discrimination towards any of our candidates or employees. We are proud to be an equal opportunities employer.
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