Customer Service Manager - Reed : Job Details

Salary: £32,000 to £35,000 (depending on experience)Full-time Position: Monday to Friday, 9.30am-6pm, Office Based (East London)

About Our Client: Our client is a fast-growing business that sells its brand of door and window hardware primarily through Amazon (UK and Europe) and other e-commerce platforms. With anticipated sales exceeding £6.5m this financial year, the company has established itself as a leading player in the hardware category. Since January 2023, it has operated as a subsidiary of a larger group, benefitting from extensive resources in logistics, technical expertise, and purchasing power. The offices are located in East London, with regular support from the headquarters in Bury, Manchester.

The Role: We are representing our client in their search for a dedicated and empathetic Customer Care E-commerce Representative to serve as the primary point of contact for customers on their online platform. This role is essential to creating a seamless, customer-first experience aligned with their values of quality, empowerment, and professionalism.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries via email, live chat, and phone within a 24-hour response window, ensuring a friendly, professional tone.
• Order Management: Process customer orders, monitor shipment statuses, and coordinate with logistics teams to ensure timely deliveries.
• Problem Resolution: Identify and troubleshoot issues related to orders, payments, and website navigation, maintaining a calm, positive attitude in challenging situations.
• Customer Insights & Feedback: Gather and report customer feedback to identify trends or areas for improvement.
• Product Knowledge: Maintain up-to-date knowledge of all current products, new releases, and promotional campaigns.
• Documentation & Reporting: Accurately record all customer interactions, complaints, and resolutions for future reference and reporting.

Qualifications:

• Education: High school diploma or equivalent; associate or bachelor’s degree preferred.
• Experience: Minimum of 1-2 years in customer service, preferably within e-commerce or retail.
• Skills: Strong written and verbal communication skills, proficiency in customer support software, experience with Zendesk, proficiency in using Linnworks (or similar order management systems), e-commerce platforms, and Microsoft Office, and ability to multitask in a fast-paced environment.
• Personal Attributes: Empathy, patience, attention to detail, adaptability, and a team player mindset.

Why Join Our Client? Our client is committed to core values of Integrity, Teamwork & Collaboration, Curiosity, and Constant Improvement. They believe in doing what’s right, even when unnoticed, and embrace a culture of collaboration and continuous learning. As a Customer Care E-commerce Representative, you will embody these values, ensuring customers feel valued and supported every step of the way.

If you are a proactive problem-solver who values integrity, enjoys working collaboratively, and thrives in a dynamic environment, we encourage you to apply for this exciting opportunity. Join our client's team and contribute to an exceptional customer experience that reflects their core values.