Customer Services Advisor

If you live near Exeter and have a passion for providing excellent customer service, we have an exciting opportunity become available.

You will be in a positive working environment, as part of a dynamic team - within our established international family shoe business, Marsh Footwear Brands, which consists of the following brands;

Rainbow Club are UK & Europe’s leading designers, makers & colourists of handmade fabric occasion footwear - established in 1986 & a second generation family business.

Chatham has over 30 years’ of shoe making expertise and design flair inspired by our nautical roots and country life, has led our family-run business to become one of Britain’s key lifestyle footwear brands.

Both brands are sold successfully around the world through multiple sales channels inc - Rainbow Club and Chatham online, John Lewis, Amazon, Premium Independents & International Distributors.

In this role, you will be responsible for engaging with Rainbow Club customers in the European market, with this in mind any relevant language skills would be highly advantageous. Working within our customer services department, you will also collaborate closely with our Finance and Operations teams to ensure that our customers’ requirements and expectations are met. Previous experience in credit control would be beneficial, though not essential.

Customer Service

• Supporting private and retail customers through multiple channels in a positive and customer focused manner - predominately by telephone & email, occasionally in person and via live chat
• Resolving customer complaints received directly using a flexible and pro-active approach to ensure high levels of customer satisfaction
• Supporting wholesale customers in resolving complaints from their customers
• Providing sales support for customers purchasing directly from our website - basic technical support, advice on navigating site, terms and conditions etc.
• Providing pre-sales advice - product advice, style, fit, function etc, in a friendly approach whilst still focussed on maximising sales
• Processing card payments whilst complying with data protection and card industry standards
• Accurately processing customer orders onto order system
• Processing refunds/exchanges
• Liaising effectively with other departments and external providers to ensure a smooth customer journey

Credit control

• Debt Collection by telephone.
• Accept and deal with inbound credit control queries.
• Preparing and sending chaser letters and statements.
• Processing new accounts, checking credit suitability and setting credit limits.
• Liaising with other departments regarding the despatch of held orders and pro forma accounts.
• To provide daily support to company finance function

As an integral part of a wider team and you must have:

• Minimum 12 months customer service experience
• Strong organisational skills
• Excellent attention to detail
• Enjoy speaking to people
• Excellent communication skills, both verbally and written
• German speaking advantageous
• Can do, positive attitude
• Ability to work under pressure and to deadlines
• Fully computer literate and have excellent knowledge of Word, Excel, Outlook * Credit control experience advantageous

• 22 days holiday a year (excluding bank holidays), increasing with length of service
• Workplace pension - employer contribution above minimum requirement
• Online GP and Wellbeing service - Access to a GP for you and your family * Additional day off for your birthday

Monday to Friday, 38.75 hours per week

Salary - £25,150 per annum DOE

If you do not have any contact from us within 7 working days please assume that on this occasion unfortunately your application has been unsuccessful, and we invite you to submit your CV for other roles you feel your skills, qualifications and experience match.