Processing orders, including organising the daily order schedule and communicating dispatch dates and delays with customers and the Customer Service team.
Arrange for the collection of daily orders with the carrier agent, including producing the shipping documentation.
Resolve shipping issues with carriers, liaising between the Customer Service team and customers.
Coordinate the custom branding process, from artwork approval with customers to liaising with printing suppliers.
Manage returns and exchanges, ensuring smooth communication between customers and internal teams.
Customer Support
Respond promptly to enquiries via phone, email and chat, providing accurate information about our products and services.
Troubleshoot and investigate issues to resolve customer concerns efficiently.
Handle complaints in a thoughtful and professional manner, escalating when necessary.
Provide general administrative support to the Head of Customer Services.
Required Skills and Experience
3+ years’ experience in a customer service and/or administrative role.
Strong organisational and administrative skills with excellent attention to detail.
Proficient in Microsoft Office, and quick to learn new business systems.
Clear, confident written and verbal communication skills.
Highly proficient in spoken and written English.
Able to work independently, using initiative with minimal supervision.
‘Nice to have’ Skills and Experience
Experience using Brightpearl and ShipStation.
Experience in a customer service role for a hardware/product company.
Knowledge of domestic and international shipping documentation and processes.
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