We are looking for a skilled Customer Service Representative to join our team.

The primary role is to be the first point of contact for our consumers, retail partners and sales representatives, providing exceptional customer service.

Role overview:

You will work alongside our fulfilment and customer service team and report into the Chief Commercial Officer and indirectly to the VP of our US business.

This role is responsible for delivering exceptional customer service to consumers, retail partners and sales representatives by meeting and exceeding their individual needs and expectations.

Key responsibilities:

Be a brand ambassador with customers and sales representatives promoting the company, product and key selling features. Suggest products and offer alternatives
Exceptional phone and email support for customers, sales representatives and end consumers
Document customer updates and interactions
Provide timely communications to accounts, warehouse, sales representatives and team members
Work with sales team members on opening new accounts
Assist with key account set up sheets and marketing image requests
Set up new accounts, including access to ordering system
Understand and communicate key account requirements
Provide intratrade catalog updates

Order management from entry to delivery

Communicate with both sales, customers and consumers regarding order status
Order entry
Customer order and return queries, amendments and cancellations
Inventory allocation
EDI order management
Samples/replacements
Backorder releases

Collaborate with operational team on inbound logistics
Process returns and damages and action with replacements or credits

Education:

Bachelor’s degree preferred

Job Requirements:

A minimum of 2 years’ experience in customer service, preferably in premium or luxury goods.
Understanding of online and offline retail environments
Commitment to customer satisfaction and a willingness to get things done
Can do attitude with a pleasant and calm demeaner
Ability to multitask and work in a fast-paced environment
Strong detail orientation and written communication skills
Excellent written and verbal communication skills and phone etiquette
Possess strong work ethic and team player mentality
Proficient with MS office applications, including Outlook, Excel, Word and more
Preferred experience with ERP/CRM systems
Perform all other duties as assigned

What We Offer:

A competitive salary
Working with a friendly and creative team
The chance to be a pivotal player
Opportunities for professional growth and development

Customer Service Advisor