Bluestem Group has been a UK leading supplier of electrical appliances and household goods since 1988. As a manufacturer of product with a portfolio of multichannel brands, we operate in several sales channels; supporting independent and national retailers, wholesalers and distributors as well as direct to consumer online marketplace platforms.
We are seeking a poised and adept communicator with prior experience in a customer service capacity. Attention to detail is paramount, along with proficiency in utilising in-house databases, and adept computer and telephony skills. This is a full-time position with opportunities for growth and advancement.
General Responsibilities:
- Processing orders via each Ecommerce platform
- Updating tracking information for each order
- Answering customers calls and emails, ensuring a timely response to all queries
- Liaising with other departments to answer enquiries on any products or service
- Track deliveries and request PODs from carriers
- Handle returns of faulty or damaged products ensuring correct procedures are followed
- Monitor customer reviews and respond when needed
Account Management:
- Monitor Key Performance Indicators across each platform and contribute to development plans to improve them
- Follow price parameters for each Ecommerce customer
- Handle any shortages and overcharges ensuring correct procedures are followed
- Logging queries and disputes for all incorrect debit charges
- Update all departments on any changes to procedures / operational requirement
- Attend platform training when available/required
- Liaising with Accounts Manager to reconcile all outstanding invoice queries
- Liaising with each platforms direct contact to resolve any issues that may arise and ensure the best level of service is provided
- Communicating stock levels to platform contact- encouraging and increasing sales
- Arrange all delivery schedules and ensure they are met while liaising with our internal logistics department
- Generate delivery documentation as per Platform requirements
- Ensure all correct documentation is provided to both couriers and Platform contacts when required
Skills & Responsibilities
- Great communication skills with an excellent phone manner
- Great written communication skills with exceptional grammar
- High attention to detail and accuracy
- Excellent computer skills including Microsoft Office and experience in using internal databases
- Able to manage your workload and time effectively
- Great analytical skills
- Team Player
Job Types: Full-time, Permanent
Prior experience in a customer service environment is preferred.
Pay: Up to £23,795.20 per year
Benefits:
- Company pension
- Employee discount
- Employee Assistance Programme
- On-site parking
- Bonus Scheme
Schedule:
- 8 hour shift - 08:20 - 16:50 Monday - Fridau
Work Location: In person