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About the Role

Soho Home Trade is seeking a highly organized and customer-focused after-sales specialist to support high-value trade operations and a premium client base. This role manages post-sale customer interactions, resolves delivery and product issues, and ensures an exceptional service experience for high net worth and trade customers. The specialist will act as a key point of contact for escalations, order management, and after-sales support, maintaining strong client relationships and high service standards.

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 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.
Resolve customer issues and complaints, including consistent follow-up and escalation.
Display excellent product knowledge, including stock availability and product lead times, and maintain a keen interest and understanding of all product lines and the Interior Design Industry.
Provide customer-focused service, taking pride in delighting clients by using creative and resourceful resolutions.
Learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
Adhere to set KPIs, both team-wide and personal.
Ensure the highest level of personal appearance at all times.
Ensure punctuality for work.
Adhere to company procedures for sickness and absence.
Be fully aware of fire and bomb procedures.
Identify and report hazards and maintenance requirements in the workplace.
Fulfill any reasonable requests from Senior Management / Directors.
Ensure all potential and real hazards are reported immediately and rectified.
Be fully conversant with all departmental Fire, Emergency and BOMB procedures.
Ensure 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 persons and property within the premises by strict adherence to existing laws, statutes, and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defense against them.
Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Requirements

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 organized 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.
Ability to work independently and confidently to manage your own time and workload.
Effectively work towards SLAs & KPIs.
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.
Only those eligible to work in the US or have a valid US work permit/visa will be considered.

Skills

Customer Service
Sales Support
Post-Trade Operations
Account Coordination
Problem-Solving
Conflict Resolution
Communication (Written and Verbal)
Organization
Time Management
Attention to Detail
Proactive Issue Management
Collaboration
CRM Systems
Order Management Systems
Retail Ecommerce
Operations
Logistics

Location

Soho Home Trade

Work Type

Full-time

Experience Level

Previous experience required

Salary/Compensations

$31.25—$31.25 USD

Benefits

Competitive compensation packages
Global benefits and perks
Training to develop technical and managerial skills
Medical, Dental & Vision
Retirement fund with a 2% match
Sick days
Vacation days
Career Development opportunities (domestic or international, managerial or technical)
Soho Impact initiatives (mentoring, apprenticeship, local outreach, sustainability)
Extensive range of internal and external learning and development courses
Access to Cookhouse & House Tonic events
Team Events (fitness sessions, cinema screenings, art classes)

About the Company

Soho House offers competitive compensation packages that feature global benefits and perks.
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.
Cookhouse & House Tonic: Celebrating our passion for food and drink.
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.