Customer and Ecommerce Support Representative
Our ideal candidate will have experience working in a customer-facing environment, will possess excellent English language skills (both spoken and written, other languages an asset), and will be outgoing and confident in liaising with colleagues across various teams. We have a global expansion strategy for Sugru, along with many exciting business development plans, so you will be expected to grow with us.Read more…
You will be responsible for:
Responding to customer enquiries (orders, delivery, technical, user stories and all kinds of everything!) through various platforms: email, social media, marketplaces (e.g. Amazon, eBay), telephone; logging customer data in the helpdesk
Monitoring stock levels and liaising with sales & supply chain when needed; working with supply chain to efficiently resolve operational issues at hand and continually improve processes in the long term
Liaising with 3rd party logistics partners regarding fulfilment
Logging issues and tracking the impact on service levels; analysing data, reporting on service levels and operational performance, making recommendations and suggesting improvements
Championing a customer-centric approach across the business and challenging your colleagues with confidence and respect when necessary to ensure the customer is at the heart of decisions we make
Proactively suggesting ideas to improve customer experience and internal processes and tools
Monitoring the daily processing of orders across a variety of platforms (e.g. custom ecommerce platform, SAP B1 ERP software) in order to identify issues, as well as working with the internal IT team and external software suppliers to troubleshoot and fix them
The successful applicant will be able to demonstrate evidence of:
Service orientation and a positive attitude - loves helping people
Listening skills both towards the customer and internally towards colleagues and line manager
Great communication and writing skills - able to adopt the right tone and convey complex concepts in a clear and concise way
Problem-solving & analytical skills - focus on solutions, a positive, can-do attitude, treats issues as opportunities for improvement
Ability to follow a process in a consistent manner
Data capture and organisational skills, interest in data analysis, working knowledge of MS Excel
Organisational skills - attention to detail and ability to prioritise and organise varied workload using your own initiative, and to follow through issues until resolution
Interest in the power of fixing, making and DIY culture!
Desired: understanding of ecommerce, understanding of supply chain and logistic processes, experience of working with/as part of operations
Desired: process creation, improvement & documentation
Our global HQ is in Hackney in East London. The area is a hub of creative companies and start-ups, and home to the highest concentration of artists in Europe. Housed in a renovated victorian factory building, you’ll find our factory, laboratories, creative studio and offices are all here together.
Remuneration & Incentives
We’re offering a starting salary of £22,000 - £23,000 per annum, depending on experience.
We also try our best to make Sugru a great place to work. Just a few things to mention are a 5% contributory pension, 20 days holidays to start growing to 25 with each year of service, a cyclescheme and a benefits cash-back scheme to help you look after your health & wellbeing.
Don’t just send us your CV - tell us why you’d be great at ensuring our customers have an amazing experience both by engaging with them directly and by working behind the scenes with people across the business.
Please send your CV and cover letter to [email protected] by 26th August 2018.
We are proud to be an equal opportunities employer