Customer Service Executive

Robert Welch Products; Evesham; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Paid overtime

Training opportunities

Job summary

Robert Welch Designs in the United Kingdom is seeking a customer service professional to champion the needs of our customers across channels. You will build strong relationships quickly with excellent communication skills, both written and verbal, and handle high volumes with speed and care.

This hybrid in-office role requires coordinating with stock, e-commerce, and accounts teams, resolving queries, processing orders and refunds, and supporting training as needed.

Qualifications

• Experience in a similar customer service role.
• Passionate about delivering world-class customer service.
• Strong computer skills and ability to grasp new processes quickly.
• Excellent communication and influencing skills.
• Proactive approach to servicing customers, ability to build relationships via all channels of communication.
• Capable to work well under pressure with attention to detail.
• Proven experience of complaint resolution.

Responsibilities

• Call answering, handling telephone orders, and call forwarding.
• Handling high volumes of end user enquiries via all channels of communication.
• Provide product aftercare, purchasing advice, and sales support.
• Resolving queries & questions for all allocated inboxes in Re:Amaze and Outlook with speed and accuracy.
• Resolving courier issues, liaising with our courier provider GFS on behalf of customers.
• Respond daily to all Feefo & Trustpilot reviews.
• Action Shopify Fraud Alert emails.
• Action Amazon enquiries within the SLA.
• Action Retail Mail Order & Website Refunds.
• Action Age Verification throughout the day.
• Order entry, checking stock status, and taking telephone payments.
• Monitor 'on hold' status orders in NetSuite.
• Monitor & action RMA returns in NetSuite.
• Monitor Age Checked pending customers in NetSuite.
• Timely resolution of complaints & customer issues.
• Escalation of service product fault issues as needed.
• Improving customer journey and conversions by feeding key improvement to the e-Commerce Team.
• Liaising with the Stock Control Team and Accounts.

Skills

Communication skills

Customer service

Multichannel communication

Problem solving

Teamwork

Tools

NetSuite

Re:Amaze

Outlook

Shopify

GFS

Feefo

Trustpilot

Job description

Robert Welch Designs is known for exceptional design, quality, and functionality. The family-run company is an international brand with an extensive range of award-winning kitchen knives and utensils, cutlery and other tableware.

Based: Vale Business Park, Evesham
Hours: 37.5 hours per week – will include weekend working, either a Saturday or a Sunday.
Hybrid working pattern: our current in-office day is a Wednesday.
Additional office attendance will be required for training purposes, as needed.

Outline:

You will primarily champion the needs of our customers within Robert Welch. You will have excellent communication skills (written and verbal) and the ability to build strong customer relationships instantly via all channels of communication.

You will be required to maintain the delivery of a world-class customer service to our customers, ensuring speed and quality in every interaction. You will strive to maintain good relationships with existing clients, gaining repeat business wherever possible. We want our team members to be empowered to go above and beyond, exceeding customer expectations. From time to time, and as directed by your line manager, you will be required to support other customer service representatives within the business.

Key Responsibilities:

General Telephone Reception

• Call answering, handling telephone orders, and call forwarding

Daily Key Activities

• Handling high volumes of end user enquiries via all channels of communication
• Provide product aftercare, purchasing advice, and sales support
• Resolving queries & questions for all of your allocated inboxes in both Re:Amaze and Outlook with speed and accuracy, using clear and accurate communication skills within the allotted SLA
• Resolving courier issues, liaising with our courier provider GFS on behalf of customers
• Respond daily to all Feefo & Trustpilot reviews
• Action Shopify Fraud Alert emails
• Action Amazon enquires within the SLA
• Action Retail Mail Order & Website Refunds
• Action Age Verification throughout the day
• Order entry, checking stock status, and taking telephone payments
• Monitor 'on hold' status orders in NetSuite
• Monitor & action RMA returns in NetSuite
• Monitor Age Checked pending customers in NetSuite

Customer complaint resolution

• Timely resolution of complaints & customer issues
• Escalation of service product fault issues as needed

Monitoring & resolving ecommerce and website issues

• Improving customer journey and conversions by feeding key improvement to the e-Commerce Team

Liaising with other internal departments

• Liaising with the Stock Control Team
• Resolving stock issues and queries on behalf of customers
• Resolving customer product issues
• Escalating potential quality issues with the Manager of Quality Control
• Liaising with e-Commerce Team Raise any potential issue that may impact the customer experience with the relevant department
• Regular communication with Accounts & the wider Warehouse Team

You may be required to undertake additional duties across the business from time to time. There may also be occasions where you are asked to work from an alternative location, as required by business needs.

Knowledge, Skills & Experience

• Candidates should have experience in a similar role
• Passionate and enthusiastic about delivering world class customer service
• Computer skills and knowledge, ability to grasp new processes quickly
• Strong communication and influencing skills
• Proactive approach to servicing customers, ability to build relationships via all channels of communication
• Capable to work well under pressure
• Proven experience of complaint resolution
• Highly organised and accurate with a logical mindset with an excellent attention to detail

Additional Requirements

During peak times you will be asked to work additional hours to help support the additional workload. You may be required to attend occasional product training sessions. Paid overtime or, time in lieu will be given for any overtime worked during busy periods.