Trade Operations & Client Services Specialist

The role:

Our Soho Home Trade network is here to support designers, architects and stylists across the interiors industry, providing them access to additional benefits as a Trade Customer.  We are seeking a highly organised and customer-focused after-sales specialist to support our high-value trade operations and premium client base. This role is responsible for managing post-sale customer interactions, resolving delivery and product-related issues efficiently, and ensuring an exceptional service experience for both high net worth clients and trade customers.

Working closely with the UK sales and operations teams, the successful candidate will act as a key point of contact for escalations, order management, and after-sales support, helping to maintain strong client relationships and uphold the highest standards of service.

Responsibilities:

• Manage post-sale support for high-value and bespoke customer orders.
• Act as the primary contact for high net worth clients requiring premium service and issue resolution.
• Resolve delivery, logistics, and product-related issues quickly and professionally.
• Liaise with internal departments including sales, warehouse, logistics, and customer service teams to ensure smooth order fulfilment.
• Support the UK/US & EU trade sales team with client account coordination and after-sales support.
• Monitor and track customer orders, ensuring timely updates and proactive communication.
• Handle escalated customer concerns with discretion, professionalism, and attention to detail.
• Coordinate replacement orders, returns, credits, or service solutions where required.
• Maintain accurate records of customer interactions, resolutions, and follow-up action, escalation where necessary in order to increase trade customer retention
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Build and maintain strong working relationships with trade clients and internal stakeholders
• The resolution of customer issues and complaints, including consistent follow up and escalation where
• Displaying excellent product knowledge, including stock availability and product lead times as well as maintaining a keen interest and understanding of all product lines, as well as Interior Design Industry knowledge.
• Customer focused, taking pride in delighting our clients by using creative and resourceful resolutions.
• To learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Adhering to set KPIs both team wide and personal.

Desired Skills:

• Previous experience in customer service, sales support, post-trade operations, or account coordination.
• Experience dealing with high-value orders and premium or high net worth clientele is highly desirable.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication skills, both written and verbal.
• Highly organised with the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and a proactive approach to issue management.
• Ability to work collaboratively across departments and with international teams.
• Professional, calm, and customer-centric approach.
• Competent in CRM and order management systems.
• Can work independently and confidently to manage your own time and workload
• Effectively work towards SLA’s & KPI’s
• Being accountable and receptive to feedback and areas of development
• An understanding of retail ecommerce along with operations and logistics
• Previous experience of working with high profile/VIP guests/members
• A team player who enjoys a challenge
• Adaptable and willing to go the extra mile for members and customers
• Service-driven with a commitment to delivering exceptional client experiences.
• Resilient and solution-oriented under pressure.

General:

• Ensure the highest level of personal appearance at all times
• Ensure that you are on time for work
• Adhere to the company procedures for sickness and absence
• Be fully aware of the fire and bomb procedures
• Identify and report hazards and maintenance requirements in the workplace
• Any reasonable requests from Senior Management / Directors

Health and Safety:

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and BOMB procedures.
• Emergency procedures are rehearsed quarterly with attendance records, implemented and enforced to provide for the security and safety of guests and employees.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Note:

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements.  Such changes will be discussed with the jobholder and the job description amended accordingly.

Only those eligible to work in the US or have a valid US work permit/visa will be considered for the above position.