Based at our Birmingham HQ, you will work for 40 hours per week and lead our Customer Services team. Reporting directly to the Commercial Manager, your team leadership responsibilities would entail management of E-commerce Sales function for the business.
Some of the key activities will include but not limited to:
* Plan and manage your team including training sessions as a Team Leader for new recruits and existing team. Conduct annual appraisals.
* Ensure responsible management of customer calls, live chats, and emails.
* Acquire new business development with existing and new potential repeat Trade customers
* Maintain and uplift Trustpilot score and proactively handle customer complaints.
* Effective and proactive management of product returns and refunds, aiming for an exceptional customer journey.
* Design, Implement and improve KPIs, metrics and targets with regards to improvements of customer services function
* Liaising with Purchasing, Warehouse and Finance departments
* Multifunctional team, work as a team player, setting positive examples and develop effective and professional working relationships with all stakeholders.
* Devise, Implement and ensure full compliance with all business policies, internal protocols/ processes and rules including those pertaining to health and safety regulations.
* Effective Management of seller marketplaces for the business.
* Conduct audit checks and full matching compliance between backend website system and company’s ERP software.
We are a fast-paced, forward thinking, progressive business, therefore you will need to be able to adapt, be a quick thinker, work well under pressure and take initiatives. Prioritising your workload is essential as duties are time sensitive.
It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The company reserves the right to adjust, add or eliminate any aspect of the above description. The company also reserves the right to require you to undertake additional or different job responsibilities when necessary to meet business needs.
Person Specification: Requirements
* Ecommerce related Customer Services experience in an SME environment.
* Excellent communication skills both verbal and written, confident on telephone.
* Passionate about helping customers and ensuring orders are delivered on time.
* Ability to work independently and multi-task projects within tight deadlines.
* Organised individual with ability to use own initiative, self-motivated, enthusiastic, friendly, proactive, attention to detail and a quick learner.
* Ability to work with a team to achieve goals.
* Carry a positive can-do attitude.
* Desire to learn and grow within the department, undertaking new responsibilities and sharing new ideas.
* Microsoft Office 365
Remuneration
The basic salary for this role shall be depending on experience. Other benefits include:
* Company auto-enrolment pension
* Free on-site Parking
* 28 days holiday per year (including statutory bank holidays)