Logistics & Customer Service Assistant

  • Company: Nicholas Kirkwood
  • Location: United Kingdom
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 2 years
  • Reference No.: NKWD00054
  • Date of publication: 2018.10.30


Nicholas Kirkwood 

Luxury shoe designer Nicholas Kirkwood is renowned for his sculpted, architectural shoe designs and catwalk collaborations. His shoes are carried at about 150 stores across the world, including his own flagship in London. As one of the most exciting and visionary brands in the UK, we are committed to building a dynamic environment full of progressive thinking and engaged team members who look for innovative solutions in their work and have a deep understanding of the brand values

Your Mission 

Under the supervision of the Logistics Manager, the main objective of this position is to provide Logistics and Customer Service support to Nicholas Kirkwood's global operations. To be the first point of contact for our wholesale clients and ensuring accuracy of order management and fulfilment.




  • Coordinate inbound & outbound shipments, control logistics flow between factory, warehouses and final customer for both Wholesale and Retail doors. Anticipate, identify and resolve problems that could delay the release or movement of shipments
  • Good to be receipted into ERP from factory and any issues raised with regards to quantity and pricing discrepancies
  • Process all stock allocations for customer orders
  • Raise shipping documents (commercial invoices, packing lists, Certificate of Origin, EUR1...) and issue shipping instructions to the freight forwarders and warehouses as per customer instructions
  • Provide routing information and tracking goods up to their destination in a timely manner so as to avoid delays and implement corrective actions to avoid reoccurrence
  • Review and monitor shipments against target delivery timeline KPIs
  • Develop weekly KPI reporting to include inventory receipted, allocated, picked & invoiced
  • Build seasonal report on historic and current shipments by client and communicate this to the Wholesale team prior to each showroom to enable them to pro-actively manage client relationships
  • Analyse stock levels to identify any discrepancies between 3PL and NK systems and resolve these in the appropriate manner
  • Coordinate Press and Wholesale sample orders ensuring they are delivered on time, checking the quality and resolving any queries
  • Manage and train new staff on how to use our online Courier website, to arrange shipments and collections for ad hoc requirements
  • Maintain and keep updated on knowledge of import / export customs requirements and country specific shipping regulation




  • Provide best in class service to all customer contacts (internal and external) and be the first point of contact
  • Respond and resolve enquiries in a timely manner and help resolve all shipping/logistics issues, complaints
  • Point of contact for all customer product information i.e. style compositions, HS codes, pricing, SKUs etc...
  • Support wholesale during market by ensuring all orders have been correctly integrated into our ERP, any corrections made, and any discrepancies raised through the post market review process
  • Creation of orders into ERP when required
  • Support wholesale with commercial agreements processes (consignments, SOR, RTVs etc...) and ensure credits are raised in a timely manner
  • RTVs: setting guidelines, arranging and tracking return to warehouses, reporting on quality issues and finalising credits
  • Maintain and regularly update the customer database
  • Liaise with Credit Control on ensuring payments are received, invoices raised correctly etc...
  • Monitor new account set ups submitted by wholesale
  • Improve communication on available stock to support sales growth of reorders


Additional information


- Ideally two to three years' experience in logistics
- Excellent co-ordination and organisational skills with strong attention to detail
- Understanding of warehouses systems, credit control, logistics, supply chain
- Business to Business Customer Service and experience with handling customer complaints
- Keen interest in luxury and fashion
- Software: Excellent working knowledge of Microsoft Office (especially Excel), ideally some previous experience working with an ERP system (SAP B1)
- Excellent at working towards, and delivering against, deadlines and the ability to work well under pressure
- A proactive approach in tackling issues and ability to identify and implement solutions
- Capable of multi-tasking & working under pressure with shifting priorities
- Team player attitude with co-workers and external partners, good communication skills


Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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