B2B Customer Operations Manager

About the Role:
We are looking to recruit an experienced B2B Customer Operations Manager to head up our B2B Customer and Sales Support Team. This role reports to the Operations Director and will work closely with the Sales, Warehouse, Supply and Logistics teams to ensure that our customers receive the highest quality of service, assistance and support. The B2B Customer Operations Manager will be responsible for Line Management of the B2B Customer and Sales Support Team as well as our Customer Returns and Repairs Team. The ideal candidate will have previous experience of successfully leading and managing a B2B Customer and Sales Support team. They will be passionate about customer experience, have strong communication, data analysis, organisation and problem solving skills. They will also have strong team management skills and will be able to work at a fast pace whilst managing multiple customers and deadlines.


The B2B Customer Operations Manager will be responsible for:
  • Identifying and implementing an effective sales support strategy that aligns with and supports both the Sales Teams and wider business goals.
  • Monitoring the orderbook and B2B platform to ensure customer needs are met and orders delivered within agreed timeframes.
  • Collaborating with other departments across the business to ensure processes are followed and customer orders are successfully fulfilled.
  • Measuring and reviewing department KPI’s and implementing improvements where necessary.
  • Developing customer service and sales support standards and ensuring these standards are delivered at all times.
  • Building and maintaining effective relationships with customers.
  • Management of product and sample requests process.
  • Management of in season orders and top ups.
  • Communicating directly with customers, answering questions and problem solving when necessary.
  • Overseeing the warranty returns processes to make sure correspondence, warranty replacements and paid repairs via our inhouse repair service are delivered to a high standard and within the agreed timeframes.
  • Analysing and reviewing data to identify potential risks and opportunities and taking necessary actions to mitigate risks and drive performance.
  • Providing regular updates to relevant departments and customers.
  • Line management of the Customer and Sales Support and the Customer Returns and Repair Teams, including regular performance review, training and development.
  • Planning, prioritising and managing own and team workload to ensure deadlines are met and targets achieved.
  • Continuous improvement of department processes and performance.

Skills and Experience:

The successful candidate will ideally have:
  • 3 years + experience working in a B2B Customer and Sales Support role, including team management experience.
  • Experience of working in B2B apparel businesses.
  • A friendly and approachable manner.
  • Proactive approach focused on identifying solutions and continuous improvement.
  • Strong commercial awareness and mindset.
  • Strong professional skills in written and verbal communication, attention to detail, organisation, deadline management.
  • Good analytical and problem solving skills.
  • Proven success in managing, coaching and developing others.
  • Proficient with Microsoft office including word, excel and outlook.
  • Experience of Sage 200 desirable but not essential

  • Friendly and Supportive Team
  • Employer Pension Contributions
  • Work From Home Days
  • Early Friday Finish
  • Employee Discounts
  • Competitive Salary

About Montane Ltd:
Montane is one of the fastest growing premium outdoor brands in Europe. We specialise in creating technical clothing, backpacks and accessories for fast-paced mountain sports, where design and performance are of the highest quality. We have a friendly, dynamic and ambitious team motivated by a love of the mountains and with a passion for producing exceptional products in line with our ‘Further. Faster.’ brand vision. We are represented in many territories around the world and have a head office in Northumberland and a showroom in the Lake District.

Location: Ashington, Northumberland.
Salary: Competitive, dependent on experience.
Contract: Full Time , Permanent Role.

Apply by submitting a CV and covering letter to Recruitment@Montane.com

Closing date for applications: 3rd July.

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