Trade Operations & Client Services Specialist
Soho House & Co.New York, New York, United States · Posted 8 days agoDescription
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.
Why work with us...
Soho House offers competitive compensation packages that feature global benefits and perks. Whether you’re seeking entry-level employment or a new opportunity to expand your profession, we offer training to develop the technical and managerial skills necessary to enhance your career.
- Health Care + 401K: Full time employees are eligible for full benefits; Medical, Dental & Vision as well as Retirement fund with a 2% match
- Paid Time Off: Full- Time Employees have sick day's + vacation days
- Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically
- Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach and sustainability
- Learning & Development: An extensive range of internally and externally run courses are available for all employees.
- Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training's and events. Available to all.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.
Similar jobs
Est. 65,000 USD
The role… Reporting into the Membership Support Manager - North America, as supervisor you will be responsible for supporting a team of 10+ based in our New York Support Office in delivering service excellence to all of…
Est. 60,000 USD
The Role… Soho Home is seeking an experienced and highly motivated Studio Manager to lead the Miami Beach Studio located within Soho House. This leadership role is responsible for driving sales targets, delivering an ele…
Est. 46,000 USD
The role… At Soho Works, a Receptionist, is responsible for welcoming, directing or signing in all members and guests to the Soho Works property. You will also be responsible for maintaining the reception desk, coffee st…
Est. 110,000 USD
The Role… Reporting to the Soho House Flatiron Project Director (and ultimately to the Americas Development Director), the individual will assume responsibility for the successful day to day project management and execut…
Est. 28,800 USD
The Role… At Soho House a Server is responsible for understanding, discussing and educating members and guests all menu items, allergies associated (if applicable) while also presenting an approachable and elevated exper…
Est. 50,000 USD
The role… At Soho House, the Front Desk Agent, assist with checking members in to the property and hotel guests into their room as well as streamline various inquiries, risks and other matters that arise. The Front Desk…
Est. 62,400 USD
NEW RESTAURANT OPENING - CARDON
Est. 237,500 USD
The role… At Soho House, the Vice President, Human Resources – Americas serves as the senior People leader for the region, partnering closely with the Managing Director, Operations leadership team, House General Managers…
Est. 110,000 USD
The Role… Reporting to the Soho Farmhouse New York Project Director (and ultimately to the Americas Development Director), the individual will assume responsibility for the successful day to day project management and ex…
Est. 77,500 USD
The Role… We are seeking a passionate, service-driven individual to join our Soho Support Team and work closely with Member Relations as Member Engagement Manager (Accounts Manager) for Los Angeles. You will be responsib…
Est. 125,000 USD
The Role... At Soho House the Head of Member Events will manage a team of Event Managers in their specific region. They should have strong relationships with people within the creative community in the region. The Head o…
Est. 52,000 USD
The role… At Soho House the Front Desk, Overnight Agent assist with checking members in to the property and hotel guests into their room as well as streamline various inquiries, risks and other matters that arise. The Ov…
Est. 90,000 USD
The Role… New York is one of Soho House’s most important markets, and we are looking for a highly connected, energetic and hands-on Communications Publicist to help maintain and grow our leading reputation across the cit…
Est. 46,000 USD
Scope of the Job At Soho House, a Club Receptionist/Host is one of the first point of contacts for members guests and staff before being seated for their dining experience. As a Host, you are responsible for greeting gue…
Est. 70,000 USD
The role… The Junior Buyer is an procurement professional responsible for supporting the sourcing of direct food and beverage-related goods and supplier management across the Soho House locations in North America. The ro…
Est. 55,000 GBP
The Role.. This position brings together a defined set of responsibilities into a single point of coordination, ensuring the team continues to respond effectively to commercial and trade priorities across the business. T…
Est. 42,000 USD
The Role… At Soho House, a Public Space Attendant keeps all lobbies and public facilities (such as lobby restrooms, telephone area, the front desk and offices) in a neat and clean condition. The Public Space Attendant at…
Est. 112,500 USD
Scope of the Job Job Purpose: The Head of Membership, Soho House Holloway is responsible for the development, acquisition, management and retention of members in Soho House Holloway. Working closely with the Regional Mem…
Est. 67,500 USD
The role… The primary purpose of this role is to support local kitchen/chef, bar and operations teams with recipe, cost and inventory management and ensure all information (product, pricing and stock) in our Purchasing S…
Est. 190,000 USD
The role… At Soho House, the General Manager is responsible for all aspects of the business by ensuring operational efficiency, member/guest experience, staff retention and optimal profit is met at a Soho House & Co.…
Est. 77,500 USD
The Role… We are seeking a passionate, service-driven individual to join our Soho Support Team and work closely with Member Relations as Member Engagement Manager (Accounts Manager) for Los Angeles. You will be responsib…
Est. 42,300 USD
The Role… At Soho House a Server is responsible for understanding, discussing and educating members and guests all menu items, allergies associated (if applicable) while also presenting an approachable and elevated exper…
Est. 32,340 GBP
The Role… At Soho House, as the Receptionist, you will play a crucial role in delivering seamless front-of-house service while supporting the day-to-day coordination of Club operations, the first point of contact for mem…
Est. 45,000 GBP
The Role.. Reporting into the Merchandising Manager, the Merchandiser will own the delivery of sales, stock, intake and profitability targets across all channels. This role carries end-to-end responsibility for WSSI mana…
Est. 42,480 USD
The Role… At Soho House a Server is responsible for understanding, discussing and educating members and guests all menu items, allergies associated (if applicable) while also presenting an approachable and elevated exper…
Est. 120,000 GBP
The Role.. The Global Brand Relations Director will own and grow Soho House's relationships with its most valuable global brand partners, driving significant commercial revenue across private hire, bedrooms, travel, memb…
Est. 70,000 USD
The role… The Junior Buyer is a procurement professional responsible for supporting the sourcing of indirect goods and services and supplier management across the Soho House locations in North America. Reporting to the H…
Est. 32,340 GBP
The Role… At Soho House, as the Cloakroom Attendant, you will play a crucial role in delivering seamless front-of-house service while supporting the day-to-day coordination of Club operations, the first point of contact…
Est. 28,000 GBP
The Role… At Soho House, a Beauty Therapist you will deliver a premium, personalised experience to members and guests, offering a wide range of beauty and wellness treatments in a calm, luxurious environment. You will be…
Est. 18,000 GBP
The Role… At Soho House, as a Room Attendant, you will play a key role in maintaining the cleanliness, presentation, and comfort of guest rooms and suites. With an eye for detail and a commitment to excellence, you will…