Overview
We are looking for a skilled Customer Service Representative to join our team.
Salary up to £30K Discretionary bonus paid annually July/August up to 10% dependent of company profits
The primary role is to be the first point of contact for our consumers, retail partners and sales representatives, providing exceptional customer service.
The Role
You will work alongside our fulfilment and customer service team and report into the Chief Commercial Officer and indirectly to the VP of our US business.
This role is responsible for delivering exceptional customer service to consumers, retail partners and sales representatives by meeting and exceeding their individual needs and expectations.
Key responsibilities:
1. Be a brand ambassador with customers and sales representatives promoting the company, product and key selling features. Suggest products and offer alternatives
2. Exceptional phone and email support for customers, sales representatives and end consumers
3. Document customer updates and interactions
4. Provide timely communications to accounts, warehouse, sales representatives and team members
5. Work with sales team members on opening new accounts
6. Assist with key account set up sheets and marketing image requests
7. Set up new accounts, including access to ordering system
8. Understand and communicate key account requirements
9. Provide intratrade catalog updates
10. Order management from entry to delivery
11. Communicate with both sales, customers and consumers regarding order status
12. Order entry
13. Customer order and return queries, amendments and cancellations
14. Inventory allocation
15. EDI order management
16. Samples/replacements
17. Backorder releases
18. Collaborate with operational team on inbound logistics
19. Process returns and damages and action with replacements or credits
Education:
20. Bachelor’s degree preferred
The Person:
21. A minimum of 2 years’ experience in customer service, preferably in premium or luxury goods.
22. Understanding of online and offline retail environments
23. Commitment to customer satisfaction and a willingness to get things done
24. Can do attitude with a pleasant and calm demeaner
25. Ability to multitask and work in a fast-paced environment
26. Strong detail orientation and written communication skills
27. Excellent written and verbal communication skills and phone etiquette
28. Possess strong work ethic and team player mentality
29. Proficient with MS office applications, including Outlook, Excel, Word and more
30. Preferred experience with ERP/CRM systems
31. Perform all other duties as assigned
What We Offer:
32. A competitive salary
33. Working with a friendly and creative team
34. The chance to be a pivotal player
35. Opportunities for professional growth and development