Operations Executive

Who they are

Are you a detail-oriented and driven individual ready to take ownership of the order fulfilment process in a dynamic and growing business? Do you thrive on keeping operations running smoothly, ensuring customers receive their orders on time and to the highest standard? If so, we want you to join our team as an Operations Executive at Whittard of Chelsea.

At Whittard, we’re on a mission to deliver exceptional products that delight tea, coffee, and hot chocolate lovers worldwide. As our Operations Executive, you’ll play a key role in processing orders, managing customer communication, and ensuring seamless fulfilment in our fast-paced operations. You’ll work alongside a talented team that’s passionate about providing excellent customer service every step of the way.

If you’re ready to make an impact and help us deliver operational excellence, we’d love to hear from you! Apply now and help us deliver excellence, one cup at a time.

Please note this role is hybrid and you will be based in our Milton Park (OX14 4SH) office 4 days a week. For you induction period of 12 weeks you are required to be in the office for training 5 days a week.

Job Description

International Export Fulfilment

• Oversee the end-to-end export fulfilment process for international B2B orders, from order receipt to final delivery.
• Work closely with Sales, Merchandising, and Logistics teams to ensure accurate and timely processing of orders.
• Coordinate with external freight forwarders, shipping carriers, and customs brokers to ensure compliance with international shipping regulations and smooth delivery.
• Ensure all necessary export documentation (e.g., invoices, shipping certificates, customs declarations) is completed accurately and on time.
• Track and monitor international orders, providing real-time updates to internal teams and customers regarding delivery progress and any potential delays.

Communication & Customer Service

• Serve as the primary point of contact for B2B customers regarding order fulfilment, addressing queries, providing status updates, and resolving any issues.
• Communicate proactively with international customers, ensuring clarity on lead times, shipping options, and any potential changes to order status.
• Maintain high levels of customer satisfaction through timely and professional responses to customer inquiries and issues.

Documentation & Compliance

• Ensure compliance with international trade regulations, including import/export laws and customs requirements.
• Maintain accurate records of all export orders, including shipment tracking, invoices, and export documentation.
• Collaborate with the Finance Team to ensure invoices are processed accurately and in line with export order requirements.

Inventory & Stock Management

• Work closely with warehouses and inventory management teams to ensure accurate stock levels for international orders.
• Help forecast demand for international markets, ensuring that stock levels are optimised to meet order requirements without overstocking.
• Address any inventory discrepancies and assist in resolving supply chain issues affecting international shipments

The ideal candidate

• Knowledge of international trade regulations, including export documentation, customs compliance, and shipping practices
• Strong understanding of global shipping carriers, freight forwarders, and the export process.
• Excellent communication skills, with the ability to engage with international customers and internal teams.
• Strong problem-solving skills and the ability to manage multiple international orders and priorities simultaneously.
• Proficiency in order management systems, Excel, and the ability to generate detailed reports.
• High attention to detail, with a focus on accuracy and timeliness in processing international orders.