Experienced B2B Customer Service Specialist – Operations & Order Management – London, UK

Introduction

brighthush is a global leader in the consumer products industry, renowned for delivering everyday solutions that enhance the lives of millions. With a portfolio of iconic brands that span kitchenware, outdoor gear, personal care, and household essentials, we are committed to innovation, quality, and customer delight. Our London office serves as a vibrant hub where cross‑functional teams collaborate to drive growth, streamline operations, and create memorable experiences for our retail partners and end‑customers alike.

About the Role

As a Senior B2B Customer Service Specialist in our Operations & Customer Services team, you will be the linchpin that ensures our retail partners receive flawless service from order placement to delivery. You will work closely with regional sales, supply chain, and warehouse teams to manage B2B orders, resolve issues, and provide actionable insights that help our partners succeed. This full‑time, permanent position is based in London and offers the flexibility to blend office collaboration with remote work.

Key Responsibilities

• Order Management: Process and validate retail orders from initial entry through final invoicing in the brighthush ERP system (Oracle), ensuring accuracy, timeliness, and compliance with pricing and discount structures.
• Customer Support: Provide proactive, high‑quality support to retail partners via email and telephone, addressing inquiries, resolving discrepancies, and ensuring a seamless experience.
• Data Analysis & Reporting: Compile weekly forecasts, track order performance, and deliver detailed analytics to sales and supply chain leaders to identify risks and opportunities.
• Cross‑Functional Liaison: Collaborate with sales reps, agents, and warehouse teams to resolve order issues, manage cancellations, and coordinate shipment logistics.
• Process Improvement: Identify bottlenecks in order processing, propose enhancements, and implement best practices to increase efficiency and reduce error rates.
• Compliance & Documentation: Generate shipping documents (pro‑forma invoices, picklists, returns), manage value‑added services, and maintain accurate customer records.
• Customer Feedback Loop: Capture and analyze customer complaints, work with warehouses to investigate root causes, and implement corrective actions to improve service quality.
• Stakeholder Communication: Keep sales and supply chain teams informed of potential delays (credit holds, stock shortages, etc.) and coordinate timely escalations.
• Continuous Learning: Stay current on industry trends, logistics best practices, and new technologies that can enhance B2B service delivery.

Essential Qualifications

• Minimum of 2 years’ experience in B2B customer service within the FMCG sector.
• Strong knowledge of logistics, transportation, and order management processes.
• Proficiency in English (written and spoken); French is a plus.
• Degree or equivalent experience in Customer Service, B2B Sales, Logistics, or Operations.
• Demonstrated ability to work independently, solve problems, and communicate effectively with diverse stakeholders.

Preferred Qualifications

• Experience with ERP systems, particularly Oracle, and familiarity with B2B e‑commerce platforms.
• Background in supply chain coordination, warehouse operations, or freight management.
• Knowledge of European market dynamics and regulatory compliance for consumer goods.
• Experience in data analysis tools (Excel, Power BI, Tableau) for reporting and forecasting.
• Multilingual capabilities beyond English and French.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting partner relationships.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Project Management: Strong organizational skills, with the capacity to juggle multiple priorities and meet deadlines.
• Adaptability: Comfortable navigating change, learning new systems, and embracing continuous improvement.
• Team Collaboration: Proven track record of working effectively in cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a B2B Customer Service Specialist, you will have the chance to:

• Progress into senior customer service or operations leadership roles.
• Take on cross‑departmental projects that influence product strategy and supply chain optimization.
• Participate in Lunch & Learn sessions, industry conferences, and internal training programs to broaden your skill set.
• Leverage our Employee Stock Purchase Plan to invest in the company’s future.
• Benefit from a structured mentorship program that pairs you with experienced leaders across the organization.

Work Environment & Company Culture

brighthush thrives on a culture of inclusion, collaboration, and innovation. Our London office features modern, open workspaces designed to spark creativity and teamwork. We celebrate diversity and encourage every team member to bring their authentic self to work. Key cultural pillars include:

• Inclusivity: A welcoming environment where diverse perspectives are valued.
• Continuous Improvement: A mindset that embraces experimentation and learning from failures.
• Work‑Life Balance: Flexible working hours, remote work options, and generous flexi‑day policies.
• Well‑Being: Access to an employee assistance counseling line and wellness resources.
• Community Engagement: Opportunities to volunteer and contribute to local initiatives.

Compensation & Benefits

brighthush offers a competitive compensation package that reflects your experience and contributions. In addition to a base salary, you will enjoy:

• Performance‑based bonuses aligned with company and individual goals.
• Flexible work arrangements, including remote work and flexible hours.
• Annual flexi‑day accruals that increase after your first year of service.
• Access to Perkbox for a wide range of employee perks and discounts.
• Employee discounts on all brighthush products across EMEA.
• Company‑sponsored lunch and learning sessions.
• Paid time off, including a full holiday period between Christmas and New Year’s.
• Participation in our Employee Stock Purchase Plan.

How to Apply

If you are ready to join a dynamic, forward‑thinking organization that values your expertise and offers a platform for growth, we encourage you to apply today. Submit your resume and a cover letter that highlights your B2B customer service experience, problem‑solving achievements, and why you are excited about contributing to brighthush.

Conclusion

At brighthush, we are redefining the consumer products landscape by combining innovation with operational excellence. As a Senior B2B Customer Service Specialist, you will play a pivotal role in ensuring our retail partners receive the highest level of service, enabling them to thrive in a competitive market. If you are passionate about customer success, eager to drive process improvements, and ready to grow within a global brand, we would love to hear from you. Join us and help shape the future of everyday products that touch lives worldwide.