Wholesale Customer Success & B2B Relations

Jellycat Toy Co. Ltd.; Greater London; Hybrid; GBP 26.000 - 32.000; Vollzeit

Zusammenfassung

Jellycat Toy Co. Ltd. is seeking a Customer Service professional to support our UK and EU stock lists, process orders, and provide post-delivery care.

The role involves proactive communication by phone and email, collaboration with logistics, and generating routine reports to keep regional managers informed. You will build strong customer relationships, manage backorders, assist with product launches, and represent the company at tradeshows when required, all while upholding Jellycat's brand

Qualifikationen

• Minimum 2 years experience in a customer facing role, ideally B2B.
• Experience in working for a luxury brand is desirable but not essential.
• Clear communicator (both spoken and written).
• Proven experience in maintaining a high level of customer service and relationship building.
• Passionate about helping customer service in line of Jellycat brand values.
• Able to build good relationships at all levels with a positive and flexible approach.
• Able to solve problems, have initiative, and open to continuous improvement and learning.
• Must be positive, resilient, and adaptable to change.
• Good working knowledge of Microsoft Office (Excel, Word and Outlook).
• Excellent attention to detail and ability to work accurately.
• Highly organised with an ability to manage multiple priorities under pressure.
• Desirable: Generating and interpretation of reports; Critical thinking; Multilingual; Experience using D365, Zendesk or similar customer service systems.

Aufgaben

• 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 Regional Sales Managers.
• 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.
• Liaising with the logistics team regarding post-delivery queries.
• Proactively developing relationships with new and existing customers always ensuring high level of customer retention.
• Supporting product launches where necessary.
• Supporting and representing company at tradeshows where necessary.
• Supporting sales teams and agents where required.
• Ensuring customer information is updated and maintained on internal systems.

Kenntnisse

Customer service

Communication

Relationship building

Multilingual

Problem solving

Organisation

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

Jellycat Toy Co. Ltd. is seeking a Customer Service professional to support our UK and EU stock lists, process orders, and provide post-delivery care.

The role involves proactive communication by phone and email, collaboration with logistics, and generating routine reports to keep regional managers informed. You will build strong customer relationships, manage backorders, assist with product launches, and represent the company at tradeshows when required, all while upholding Jellycat's brand