Wholesale Customer Operations Manager

Finisterre

. Own end-to-end order management in Netsuite from receipt through allocation, fulfilment and invoicing .

Posted 9/29/2026full-timeSt Agnes • United KingdomMid-LevelSenior💰 £40,000 - £45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in end-to-end order management processes, including EDI and Netsuite, while ensuring compliance and maintaining high standards in customer service and operational efficiency. Proven ability to lead teams, develop SOPs, and manage performance metrics in a fast-paced, multi-channel environment.

Highest-signal resume keywords

Order Management ProcessesNetsuite ERP ExperienceSOP DevelopmentSLA Target AchievementTeam Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Order ManagementB2B Platform OperationsSOP FormalizationCompliance AuditsError ResolutionVolume ForecastingPerformance ReportingCustomer Service StandardsTask ManagementWorkflow Tooling

Soft Skills

Attention to DetailFlexibilityCommunicationLeadershipProblem-Solving

Tools & Technologies

EDIOrderfulAsana3PL Dispatch Systems

Industry Keywords

WholesaleCustomer OperationsTrade FulfilmentMulti-Channel FashionSustainable Lifestyle Brands

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own end-to-end order management in Netsuite from receipt through allocation, fulfilment and invoicing
Manage order SLAs of 3–5 days for standard orders and 2–3 days for Tier 1 orders, with error rates trending to zero
Own the EDI order management process through Orderful and Netsuite, including exceptions, failures and account onboarding
Lead seasonal pre-order fulfilment planning using the B2B platform and EDI
Map committed volumes against stock quantities and inbound delivery dates
Direct customer service communications regarding delays and shortages
Build, document and maintain SOPs for order processing workflows
Act as escalation point for exceptions, disputes and systemic issues
Own account onboarding operations, documentation, system setup and compliance checks across the UK, EU and North America
Maintain rolling compliance audits and escalate non-compliance to the Head of Wholesale
Produce weekly operations dashboards and monthly performance reports
Liaise with the warehouse and Operations & Logistics team on volume forecasting and 3PL dispatch performance
Own wholesale customer service standards and train the admin team
Design and maintain unified inbound communications processes for regional managers and agents
Manage shared wholesale communications infrastructure, including the inbound mailbox, Asana or equivalent task management, and workflow tooling
Provide the Channel Merchandiser with visibility of supply constraints and fulfilment risks
Line manage two Wholesale Admin Assistants, including direction, development and workload planning

Requirements

What you’ll need

Solid experience in a wholesale, customer operations or trade fulfilment role within a multi-channel fashion, outdoor or lifestyle business
Strong working knowledge of order management processes and B2B or trade platform operations
Experience with Netsuite or a comparable ERP ideally
Experience building or formalising SOPs for an order management or fulfilment team
Proven track record of meeting or improving SLA targets in a high-volume order environment
Experience managing or supervising a small team
Meticulous attention to detail regarding order accuracy, SLA tracking and error resolution
Comfortable building structure in a fast-growing function where processes are not fully defined
Flexibility to support regular overlap with the North America team
Genuine passion for the ocean, outdoor adventure or sustainable lifestyle brands
Alignment with Finisterre's B Corp values
Must have permission to work in the UK by the start of employment
Finisterre does not sponsor overseas workers

Benefits

Comp & perks

25 days holiday per year, plus up to 8 UK bank holidays
Additional holidays for length of service
Birthday day off
Up to 3 days of paid volunteering
Discretionary bonus scheme, based on company performance
Enhanced pension scheme with Scottish Widows
60% product discount for personal and gift use
30% Friends and Family product discount
Enhanced Family Leave policies
Life assurance
Online wellbeing platform including employee assistance program, virtual GP appointments, digital gym, and a range of perks
Wellbeing resources including counselling services, cycle to work, eye tests, and wellbeing activities
Regular company and team social events
Discounts from the B Corp community
Online Learning Library and company-wide training sessions
An hour to spend in or by the sea every Tuesday
Flexible working arrangements for North America overlap, including later start/later finish, longer lunch break, or condensed hours
Evening meetings may be attended from the office or remotely