Customer Operations Coordinator

Job title: Customer Operations Coordinator

About the Role The Customer Operations Coordinator is part of Burberry's SC CENTRAL OPERATIONS in London and serves as the primary contact for wholesale partners and internal stakeholders. The role oversees the end-to-end order lifecycle—from order entry to delivery and after-sales support—with a focus on maximizing product availability and on-time fulfilment for Burberry stores and wholesale customers in the EMEIA region.

What You'll Do

• Manage wholesale accounts across several countries in the EMEIA region, including preparing and editing order confirmations and raising replenishment and store opening/events orders.
• Create customer relationship plans, attend customer meetings, and maintain proactive communication via email and phone.
• Process cancellations, credits, debits, returns (faulty and non-faulty goods), and coordinate with accounts receivable to reconcile invoices, raise proforma invoices, and follow up on credit releases.
• Provide daily activity reports as needed by the business or leadership; manage daily queries and communications with outlet and retail teams to ensure fastest response to changing business needs.
• Monitor end-to-end order-to-ship flow with the hub/transportation teams; coordinate delivery bookings with carriers; prepare shipments according to customer requirements and export procedures; manage returns as required.
• Communicate shortages, vendor delays, and re-timings to the region/customers; participate in regional communications for supply constraints.
• Support the Assistant Manager with daily tasks, monitoring the team orderbook, and participate in team training; update SOPs and drive continuous improvement of processes.
• Drive wholesale targets by achieving a high shipping percentage of the order book and maximizing product availability for events, store openings, and campaigns; deliver a best-in-class customer experience.
• Build strong relationships with internal and external customers; improve lines of communication and influence stakeholders.
• Ensure process excellence through continuous improvement, accurate reporting, and knowledge of operating systems; be agile and innovative.
• Understand product launches and work to make them successful by aligning product availability and communications.

What We're Looking For

• Very good to advanced Excel skills to produce reports and interpret large data sets.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Fluent in Italian (written and spoken) is mandatory.
• Understanding of order lifecycle activities, shipping, and credit processes; familiarity with ERP systems (SAP (AFS) is a plus).
• Understanding of logistics and warehouse operations; experience with international customers.
• Knowledge of import/export procedures and incoterms.