Job Title: E-Commerce and Customer Service Support
If you would like to know a bit more about this opportunity, or are considering applying, then please read the following job information.
Base Location: Colchester (CO4 9QX)
Contract Type - Immediate Start - Fixed Term 6 Months
Working Time - Full Time 37 Hours per week (Mon-Fri)
Salary £26k (pro-rata)
20 Days Holiday plus Bank Holidays
Who are we?
Floramedia UK is the country’s leading provider of marketing communication products and services to the
UK horticultural market. Chances are if you have ever bought a plant, then the label showing you how to best
care for your new purchase was most likely produced by us!
We are part of the wider Floramedia Group, a Dutch based company with offices in 6 other European
countries. We are both printers and creative designers, with our photographic image library giving us a
unique position in the European horticultural world. Our printing factory is located in Westzaan and our plant
nursery with photographic studios is based in Boskoop.
The UK team consists of 30+ members with wide ranging experience, from Horticultural expertise and
graphic design through to sales and marketing experts. We work closely with growers, breeders and
retailers to design and deliver labelling, packaging and online content to tight deadlines.
Plants are a highly seasonal product, so we operate in a demanding and fast-paced environment. To be
successful we need to focus on reliability and accuracy in everything we do.
The Opportunity
We are looking for a friendly, engaging, and positive person who’s passionate about delivering amazing
and consistent customer service.
You will share responsibility for building and managing new and existing relationships with our
customers. Working within a team you will deal with a range of enquiries from consumer to large businesses
and be able to efficiently process orders for dispatch resolving any issues quickly and professionally.
As a team player, you will participate in driving positive change and continuous improvement. You will lead
by example while remaining focused in a fast-paced, high-volume capacity (of both switchboard calls and
emails). Your excellent stamina enables you to handle issues that arise quickly, accurately and efficiently.
As the full time member of the team you will allocate tasks across the team, following up on progress and
reporting to the Commercial Manager. Ensuring all work streams are allocated to the team and completed
on time and to the correct standard.
Over time you will build in-depth knowledge of our products and services and be able to advise solutions,
offering genuine, honest, and knowledgeable advice on all our products. Delighting customers, you will be
the reason they want to come back again and again.
Main Responsibilities
● First point of contact for Floramedia customers when enquiring about our products and services.
● Delivering great customer service to build and maintain outstanding customer relationships.
● Demonstrating and advising customers of products and services to identify their needs and to
suggest appropriate products.
● Processing orders with a high degree of accuracy.
● Resolving queries in the best interest of both the customer and the company.
● Maintaining an in-depth knowledge of Webshop products to provide suitable recommendations to
customers as needed.
● Addressing customer concerns and inquiries as well as resolving customer complaints.
● Allocation of tasks across the team, ensuring all work streams are completed on time and to the
required standards
● Creating new revenue streams through product development, New originations and order creation
● Answering telephone calls in a courteous and professional manner.
● Handling all discounts, price changes, and customer returns accordingly.
● Demonstrate flexibility by assisting and supporting other areas of the department and business as
and when required. To also include our ICT team and FMOps
● Maintain up to date working knowledge of all systems and processes ensuring all employees are
trained to the correct standard of competence
● To carry out any reporting requirements as necessary.
● Develop good working relationships with all other areas of the business.
● To use Excel as a tool for calculating and analysing.
Ideal Skills Required to Succeed
● Exceptional customer service skills.
● Proactive approach to teamwork.
● Delivering high quality Customer Service.
● Strong communication and relationship management skills.
● Have a calm and friendly but professional disposition in all situations.
● Attention to detail and a high level of accuracy.
● Have a good work ethic with the commitment to go the extra mile.
● Strong listening, keyboard, communication, and interpersonal skills.
● A positive “can do” attitude.
● Flexible and resilient attitude to the role.
● Experience in liaising with other departments e.g., finance, operations, and field sales.
● Be an ambitious team player.
● Stock control experience.
● Complaint Management.
● Actively participating in continuous improvement.
● Have excellent English skills, both written and spoken.
● Good working knowledge of Word, Excel, PowerPoint and Google suites.
The above is not an exhaustive list, nor do we expect you to be the master of everything right from the get go.
Full training will be provided so if you have a keen attitude for learning, passion for outstanding
customer experience and an Interest in growing together then please apply now.