Job Description

The purpose of this role is to provide full support to the Customer Service Manager, along with providing dedicated recourse to admin tasks and be the bridging link between the warehouse operation and the customer services.
Within the company, you are required to liaise with internal departments such as purchasing, warehouse, trade counter, and marketing.
You will deal with third parties, including couriers, suppliers, and manufacturers on a daily basis to ensure we provide our customers with the best possible service.
Key Duties will include:

• Working closely with the Customer Service Manager to ensure that all daily KPI targets are met with the team
• Driving added value to the department and business improvement by being commercial minded and challenging
• Taking customer queries and maximizing sales opportunities through good product knowledge and commercial acumen
• Troubleshooting of return queries and being able to challenge couriers and customer alike to maximize sales retention opportunities and offering the correct product alternatives, wherever possible
• Working closely with the purchasing department to ensure that product lead times and replenishment of back orders are dealt with effectively and sales retention is maximized
• Being extra vigilant and proactive in spotting and preventing potential fraud cases and high risk high, value orders
• Ensuring that a close working relationship with our courier partners is maintained to ensure that all service levels are met and value for service is maximized
• Championing the courier claims process for each respective carrier service and maximizing potential revenue streams
• Supporting and enhancing the current processes and systems for label generation and shipping methods
• System support for shipping services/methods to ensure that systems are aligned, and the correct shipping methods are being used in accordance with the relevant products
• General admin support for process escalation matters, such as, complaint handling, social media, and product knowledge

In return, the applicant will benefit from working in a fun and friendly environment. We make sure our employees enjoy coming to work and there are many opportunities to develop and grow in different areas of our fast-moving company.
Terms:
 

• Full-Time permanent

- £9.50 - £10.00 p/h (Depending on Experience)
- 40 hours per week - Monday - Friday (including some weekends)
- Reports to - Customer Service Manager

Required Knowledge, Skills, and Abilities