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Job Descrption

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.

The Customer Service team are responsible for ensuring a smooth customer journey from when an order is raised to the point of preparation at the warehouse as well as post-delivery care. The Customer Services role is a pivotal role providing day-to-day support to our UK & EU stock lists, agents and sales teams and working alongside our logistics and operations team. Developing and maintaining key relationships with our customers and ensuring that orders are processed and enquiries are handled in a timely and efficient manner always with the Jellycat tone.

You'll be;
• Answering and processing incoming customer requests via phone and email in line with Jellycat’s processes and internal KPIs.
• Processing and managing customer’s orders.
• Making outgoing phone calls to... customers where appropriate in order to achieve a satisfactory resolution.
• Ensuring a proactive, flexible and positive approach at all times when handling customer requests.
• Sending weekly and monthly sales and backorder reports to agents.
• Discussing backorders and soft up-selling to help maximise sales opportunities.
• Managing any outstanding orders.
• Liaising with other departments to ensure fast and effective order processing.

You'll have;
• The ability to liaise with the logistics team regarding post-delivery queries.
• The ability to proactively developing relationships with new and existing customers always ensuring high level of customer retention.
• The ability to support product launches where necessary.
• The ability to support and represent the company at tradeshows where necessary.
• Experience with supporting sales teams and agents where required.
• Experience of ensuring that customer information is updated and maintained on internal systems.
• Fluency in French and English.
• Experience in a customer facing role (B2B experience is helpful but not essential

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