Customer Services & Operations Executive

Who We Are: At Huda Beauty, our Vision is to lead in creating a democratized beauty industry where power is given back to people to define, create, and enjoy beauty for themselves! Launched by award-winning beauty powerhouse Huda Kattan in 2013, Huda Beauty is one of the world’s fastest growing beauty brands. As a company, we are fueled by purpose and not profit, this allows us to approach things differently so that we can create products, content, and a community like no other. A lot has changed since our launch in 2013, but something that will forever remain at the core of Huda Beauty is our focus on business excellence and our unwavering passion for kindness!

Summary: Huda Beauty is looking for a highly motivated Operations Executive to take ownership of the end-to-end B2B order management process, from order receipt through to delivery, while providing world class service to internal and external partners. The Operations Executive will be responsible for ensuring accurate and timely order execution, proactively managing operational issues and risks, and working collaboratively across Commercial, Supply Chain, Finance, and warehouse partners to deliver a high level of customer service. The role requires strong operational ownership, sound judgement and a proactive approach to problem solving, with the ability to manage priorities independently, identify opportunities to improve processes and take ownership of agreed operational workstreams through to completion.

Please note that this role is an 18-month fixed term contract.

Essential Duties and Responsibilities:

• Take end-to-end ownership of B2B orders in Microsoft Dynamics 365, ensuring orders are accurately entered, validated, maintained and progressed through to delivery, using manual entry, upload or EDI as required.
• Act as a key point of contact for customers and internal stakeholders regarding order queries, amendments, availability, ETAs and delivery issues, using judgement to resolve issues independently or escalate appropriately.
• Proactively manage orders with warehouse partners, monitoring order progress, identifying risks to delivery and taking appropriate action to ensure orders are shipped within agreed timelines.
• Coordinate upcoming newness launches by requesting and validating customer POs, ensuring orders are aligned to forecast allocation and proactively identifying potential gaps or risks ahead of launch.
• Provide accurate and timely stock, availability and ETA reporting to retailers and the Commercial team, highlighting key risks, changes and required actions.
• Own the coordination of agreed customer returns/RTVs from creation through to closure, ensuring quantities received by distribution centres are reconciled and discrepancies are followed up through to resolution.
• Lead investigations into order shortages, delivery discrepancies and other operational issues by logging customer claims appropriately with DCs, following issues through to resolution and communicating clear outcomes to relevant stakeholders.
• Prepare commercial invoices and supporting documentation for export orders, ensuring information is accurate and provided within required timelines.
• Own month-end order and phasing activities, providing clear updates to the Operations Manager and highlighting any material risks, exceptions or actions requiring attention.
• Monitor operational performance and recurring issues across the order lifecycle, identifying trends and opportunities to improve processes, controls and ways of working.
• Take ownership of agreed operational projects and process improvements, working independently to deliver actions and ensuring workstreams are progressed through to completion.
• Maintain accurate operational records and reporting, ensuring key information is communicated clearly and consistently across Commercial, Supply Chain, Finance and warehouse stakeholders.
• Build strong working relationships across internal and external stakeholders, demonstrating professionalism, accountability and a solutions-focused approach when managing operational challenges.

Requirements

• Strong communication and stakeholder management skills, with the confidence to build effective relationships across customers and internal teams.
• Demonstrated ability to take ownership of tasks and workstreams from start to finish, with minimal day-to-day supervision.
• Strong organisational and time management skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• High attention to detail and a strong commitment to data accuracy, particularly when working in Microsoft Dynamics 365 and operational reporting.
• A proactive approach to problem solving, with the ability to use initiative, assess priorities and make appropriate decisions, escalating issues when required.
• Ability to identify process gaps and suggest practical improvements to ways of working.
• Ability to work collaboratively across Commercial, Supply Chain, Finance and external warehouse partners.
• Previous experience in customer service, order management, supply chain or operations is desirable.

Benefits

• Private medical coverage
• Quarterly product gifting
• Monthly “Self-Love Day” – at company discretion
• Monthly coaching sessions with our in-house Success Coach
• Hybrid working schedules (home and office)
• Employee discounts on all Huda Beauty products

Huda Beauty is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination. We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status. If you need reasonable accommodations at any point in the application or interview process, please let us know.