We are looking for a skilled Customer Service Representative to join our team.
The primary role is to be the first point of contact for our consumers, retail partners and sales representatives, providing exceptional customer service.
Role overview:
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:
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Be a brand ambassador with customers and sales representatives promoting the company, product and key selling features. Suggest products and offer alternatives
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Exceptional phone and email support for customers, sales representatives and end consumers
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Document customer updates and interactions
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Provide timely communications to accounts, warehouse, sales representatives and team members
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Work with sales team members on opening new accounts
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Assist with key account set up sheets and marketing image requests
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Set up new accounts, including access to ordering system
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Understand and communicate key account requirements
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Provide intratrade catalog updates
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Order management from entry to delivery
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Communicate with both sales, customers and consumers regarding order status
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Order entry
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Customer order and return queries, amendments and cancellations
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Inventory allocation
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EDI order management
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Samples/replacements
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Backorder releases
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Collaborate with operational team on inbound logistics
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Process returns and damages and action with replacements or credits
Education:
Bachelor's degree preferred
Job Requirements:
- A minimum of 2 years' experience in customer service, preferably in premium or luxury goods.
- Understanding of online and offline retail environments
- Commitment to customer satisfaction and a willingness to get things done
- Can do attitude with a pleasant and calm demeaner
- Ability to multitask and work in a fast-paced environment
- Strong detail orientation and written communication skills
- Excellent written and verbal communication skills and phone etiquette
- Possess strong work ethic and team player mentality
- Proficient with MS office applications, including Outlook, Excel, Word and more
- Preferred experience with ERP/CRM systems
- Perform all other duties as assigned
What We Offer:
- A competitive salary
- Working with a friendly and creative team
- The chance to be a pivotal player
- Opportunities for professional growth and development