Inside Sales Executive

We are seeking a proactive, highly organised and commercially minded Inside Sales Executive to deliver exceptional post-sale support to our optical wholesale clients, including independent opticians, department stores, premium retail partners and our global network of agents.

This role is central to ensuring an outstanding end-to-end wholesale service experience, combining luxury customer service with strong operational management, agent support and cross-functional collaboration.

Working closely with Sales, Merchandising, Allocations, Logistics and Accounts, you will help drive operational efficiency, improve service delivery and ensure that queries and challenges are resolved quickly and effectively.

Key Responsibilities

• Act as a primary point of contact for wholesale clients regarding after-sales queries, repairs, warranties, returns and product-related issues.
• Deliver a consistently high standard of customer service that reflects the brand’s luxury positioning and attention to detail.
• Manage customer queries efficiently, taking ownership from initial contact through to resolution.
• Communicate proactively with clients regarding order updates, delays, outstanding issues and resolutions.
• Provide product care guidance and support training for wholesale partners where required.
• Build and maintain strong relationships with key customers, strengthening satisfaction, loyalty and long-term retention.
• Provide product imagery, stock updates, product information and customised line sheets as required.
• Identify recurring customer issues and recommend improvements to enhance the overall service experience.

2. Agent Support & Relationship Management

• Provide ongoing operational support to our global network of agents, ensuring they have the information, guidance and resources required to represent the brand effectively.
• Act as a key contact for agent queries relating to orders, stock availability, deliveries, product information, samples, returns and after-sales processes.
• Maintain regular, proactive communication with agents to ensure expectations are clear and information is shared accurately and promptly.
• Support agents in navigating internal systems, processes and procedures, providing training and guidance where needed.
• Ensure agents are kept informed of relevant product updates, seasonal information, operational changes and important business developments.
• Build strong, collaborative relationships with agents, supporting consistent service standards and effective ways of working across markets.
• Identify opportunities to improve agent support, streamline communication and strengthen the effectiveness of our international wholesale network.

3. Sales Operations, Strategy & Performance

• Support the day-to-day operations of the Optical Direct Sales team, ensuring processes run efficiently and commercial priorities are supported.
• Take a proactive approach to identifying operational challenges, service gaps and opportunities for improvement.
• Monitor order progress, delivery performance, outstanding queries and after-sales activity to ensure issues are addressed promptly.
• Drive improvements in processes, workflows and service delivery to increase efficiency and reduce unnecessary delays.
• Work with the Sales team to ensure operational activity is aligned with wider commercial objectives and business priorities.
• Contribute ideas and recommendations to improve the customer and agent experience, operational performance and overall effectiveness of the wholesale function.
• Take ownership of agreed actions and ensure improvements are implemented and followed through.
• Maintain and update internal systems, including NuORDER, Sage or equivalent platforms, ensuring product data, customer records and order information are accurate and up to date.
• Provide day-to-day sales operations support, including order entry, replacements, order amendments and client and agent queries.
• Support the effective use of internal systems by colleagues and agents, providing training and guidance where required.
• Maintain accurate product information, customer records, pricing information and seasonal line sheets.
• Identify opportunities to improve system usage, data accuracy and the efficiency of administrative processes.
• Ensure relevant information is recorded consistently, enabling effective reporting, communication and decision-making.
• Manage sales documentation, including ATA Carnets, ensuring accuracy, completeness and compliance with relevant requirements.
• Oversee the end-to-end after-sales process, including returns, replacements, credits, repairs and associated documentation.
• Produce weekly and ad hoc reports to provide visibility of sales operations, service performance, outstanding issues and key priorities.
• Monitor response times, turnaround times and service levels, highlighting potential delays or performance concerns.
• Analyse returns and repairs data to identify trends, recurring product issues and opportunities to improve product quality and service delivery.
• Provide clear, actionable insights and recommendations to support informed decision-making and continuous improvement.
• Ensure information is communicated effectively to relevant stakeholders and that follow-up actions are completed.

6. Business Partnering & Cross-Functional Collaboration

• Build strong working relationships with Sales, Merchandising, Allocations, Logistics, Accounts and other relevant internal teams.
• Act as a collaborative business partner, ensuring operational priorities are understood and aligned across departments.
• Coordinate the resolution of issues affecting orders, deliveries, returns, credits and customer or agent satisfaction.
• Communicate clearly and proactively with stakeholders, ensuring potential delays, risks and challenges are identified early.
• Take ownership of cross-functional issues, coordinating the relevant teams and driving matters through to resolution.
• Share information and updates effectively to ensure teams remain aligned and can make timely, informed decisions.
• Identify opportunities to improve collaboration, simplify processes and establish more efficient ways of working.
• Contribute to a positive, accountable and solutions-oriented working environment.

7. Sample Management & Showroom Coordination

• Coordinate and organise samples for the London showroom, trade shows and international events.
• Maintain accurate sample inventory records and oversee sample returns, deliveries and movements.
• Coordinate sample requirements for global agents, ensuring samples are prepared and delivered within agreed timelines.
• Liaise with Sales, Logistics and relevant internal teams to ensure samples are available when required.
• Proactively resolve sample-related issues and communicate any delays or changes to relevant stakeholders.
• Ensure sample management processes remain organised, efficient and aligned with commercial requirements.

About You

You are a proactive, commercially aware and solutions-focused professional who combines excellent customer service with strong operational management and relationship-building skills.

You are confident working with clients, agents and internal stakeholders, and understand the importance of clear communication, timely service and effective collaboration.

You take pride in delivering a high standard of service while ensuring that agents and colleagues are supported, informed and equipped to succeed.

Required Skills & Experience

• Minimum of five years’ experience in wholesale, customer service, sales operations, account management or commercial support.
• Strong communication and relationship management skills, with the ability to work effectively across internal teams and external stakeholders.
• Experience coordinating multiple priorities and meeting deadlines in a fast-paced commercial environment.
• Proficiency in systems such as NuORDER, Sage or equivalent CRM and ERP platforms.
• Fluency in additional languages, particularly French or German, would be a strong advantage.
• Competitive salary and benefits package.
• Opportunities for professional growth and development within a global luxury brand.
• The opportunity to contribute to the development of our wholesale operations and build strong relationships across an international network.
• A collaborative working environment where service excellence, continuous improvement and commercial performance are valued.

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