About the job

As a key member of our team, you will play an essential role in monitoring and elevating the customer experience for our global fashion industry partners. Your mission is to drive operational excellence, responding swiftly to client needs and ensuring consistently high satisfaction in line with Munro’s premium service standards. You will oversee complex, high‑value customer portfolios (representing more than €4.5M in annual turnover), managing everything from technical garment specifications and fabric selections to logistical coordination.

Key Responsibilities

• Portfolio Management & Strategy:
  Take full ownership of a B2B portfolio, building strong, long‑term relationships and ensuring every interaction reflects the highest communication and service standards.

• Operational Excellence:
  Increase efficiency by managing the full order life cycle, tracking (rush) orders, coordinating POS materials, and overseeing shipments to ensure smooth and timely delivery.

• Customer Experience & Support:
  Serve as the primary point of contact, resolving inquiries quickly and thoroughly. Proactively handle complaints and apply discount or remake guidelines where appropriate to ensure full customer satisfaction.

• Technical Optimization:
  Use your expertise in garment construction and fabric selection to advise customers, refine designs, and safeguard the quality of final products.

• Process Improvement & Monitoring:
  Monitor outstanding orders, manage on‑hold requests, and update order details based on customer feedback. Identify opportunities for continuous improvement in quality, efficiency, cost savings, and overall client satisfaction.

• Reporting & Collaboration:
  Partner with business developers to discuss operational topics, review deadlines, and share insights that contribute to shared improvements.

About you

• Experience in fashion, retail or hospitality industry;

• Fluent in English in both writing and speaking;

• Good knowledge of Office tools;

• Experience with customer service;

• Work and act by the core values of Munro EPOOM: End Customer Focus, People First, Ownership, Optimism & Moving forward;

• Flexible and able to multi-task, organise and prioritise the work load with ability to work with strict deadlines.

Why work here?

• Working form a state-of-the-art office in Midtown Manhattan;

• A great global team of more than 100 young and enthusiastic colleagues;

• An energetic work environment;

• A learning and development budget;

• Healthcare plan;

• Opportunities to develop yourself and your own ideas.