Customer Operations Representative - NGGH++ - FARFETCH

IT Turati
06 Sep 2022
30 Oct 2022
Full Time

New Guards Group is the home to 9 international luxury brands: Marcelo Burlon County of Milan, Off-White c/o Virgil Abloh, Palm Angels, Unravel Project, Heron Preston, Alanui, Kirin Peggy Gou, Opening Ceremony and Ambush. We work with the understanding that fashion and luxury can be different: community-based, quality-driven, collaborative, truly global and quick. Our brands and products stem from creative and managerial innovation and the philosophy of Made in Italy. We're redefining the way luxury is conceived, communicated, and shared. Where others see limits, we see goals. NGG is part of the FARFETCH Group and recently created a spin off business NGGH++ that will be a growth accelerator and an incubator of new ideas, brands, and businesses.


Our new office in Via Turati is a strategic hub, and home to all the NGG staff functions. Turati is where the behind the scenes driving force of NGG is brought to life; this is harmonised with the archive exhibits of brand collaborations found throughout the office.


You will be based in our new office in Via Turati, Milan and will report directly to the Customer Operations Manager. As a Customer Operations Representative (COR), you will be responsible for pre-season and in-season orderbook management and execution for your assigned key or field accounts. This role is accountable to drive a qualitative and healthy orderbook, achieving shipping targets through effective inventory management and delivering superior customer service. In this role you'll develop and display a strong understanding of the marketplace and supply chain operations processes. Moreover, you'll bring a process improvement mindset and a natural curiosity to explore and solve problems.


    • Drive orderbook quality by executing timely order book reconciliation processes at the time of order entry.
    • Drive seasonal execution excellence: partner with the sales team to drive pro-active management of holds, cancellations, returns, launches, etc. Proactively flag product delays and order book gaps, and take action.
    • Execute shipping: provide visibility to the customer on the shipping status of their sales orders. Monitor delivery performance and solve problems, in collaboration with the logistics team, information & analytics, and the carrier.
    • Deliver superior customer service to your accounts. Ensure a smooth flow of goods and provide accurate and timely information. Monitor performance against the agreed SLA through specific metrics and drive actions to improve accordingly.
    • Collaborate with commercial, planning and buying teams to maximize product availability and supply chain efficiency.
    • Analyze internal processes, order book patterns and shipping performance. As issues surface, identify root causes to suggest and act upon process improvement opportunities.
    • Build great working relationships with counterparts in Sales, Finance, Logistics, and IT to drive world-class support for our customers.
    • Support the Customer Operations Manager on projects and requests of the larger Operations team.


    • You have at least 2 years of relevant experience in Customer Operations / Supply Chain, at international consumer goods companies. A background in the sporting goods or fashion industry is preferred.
    • You have proven experience in managing supplier/customer relationships. In addition, you have a good understanding of consumer behavior, and the retail landscape and trends.
    • You have a Customer Service mindset with a focus on delivering a superior service experience.
    • You demonstrate a strong conceptual understanding of supply chain business models
    • You possess advanced analytical and problem-solving skills. Experience with BI/reporting and/or data visualization tools is a plus.
    • Strong interpersonal and written/verbal English communication skills are a must, with the ability to effectively communicate and influence across various levels within the organization.
    • Advanced level proficiency in using MS Word, Excel, PowerPoint. Experience with Microsoft Dynamics 365 is a plus.
    • You enjoy working in a multi-cultural environment and foster diversity and inclusion.


    • Great compensation package (in consideration of your professional experience)
    • Lunch tickets
    • Discounts on all NGG brands and partners including FARFETCH and Browns
    • Brand new headquarters located in the centre of Milan


    • New Guards Group is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process. We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law. We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities

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