Customer Service Specialist (Wholesale)

We are looking for a Customer Service Specialist to join our team. This role will play a key part in supporting our wholesale and retail partners as Jellycat continues its transition to a direct business model. You will be responsible for delivering an exceptional customer experience, managing customer enquiries, and ensuring smooth order processing and account support across your customer portfolio.

You'll be

Acting as a primary point of contact for wholesale customers and retail partners

Delivering a high standard of customer service across all customer interactions

Managing orders from placement through to fulfilment, ensuring accuracy and efficiency

Responding to enquiries relating to products, orders, deliveries and account information

Building strong relationships with customers to support long-term partnerships

Working closely with Sales, Supply Chain and other internal teams to resolve issues and improve service levels

Monitoring customer requirements and proactively identifying solutions to support their needs

Maintaining accurate customer records and order information within internal systems

Supporting the delivery of a seamless customer experience throughout the customer journey

Contributing to continuous improvements in processes and service standards

You'll have

Previous experience in a customer service, customer experience or sales support role

Experience working with wholesale, retail or B2B customers

Strong communication skills with the ability to build positive customer relationships

Excellent organisational skills and attention to detail

The ability to manage multiple priorities in a fast-paced environment

A proactive and solutions-focused approach to problem solving

Confidence working collaboratively with cross-functional teams

Experience using customer service, ERP or order management systems

Good commercial awareness and customer-centred thinking

Strong Microsoft Office skills, particularly Excel and Outlook