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Customer Service Advisor

3 months ago

Pudsey West Yorkshire, United Kingdom Funky Chalk Full time

At Funky Chalk, we pride ourselves on delivering exceptional customer service. We are looking for a dedicated E-commerce Customer Service Advisor to take ownership of the customer journey, ensuring that we go above and beyond to resolve any issues they may encounter.

In this role, you will handle customer enquiries through phone, email, and various online platforms. Your responsibilities will include processing returns and exchanges, managing reviews and submitting carrier claims for missing or damaged parcels. Additionally, you will list B-stock items on eBay and ensure accurate reporting of key metrics.

As a key collaborator with our Trade Sales Executive, you will assist with inputting sales for trade customers and addressing any queries that arise. Occasionally, you may be required to take sales directly from trade customers and reach out to lapsed clients.

The primary goal is to maintain high levels of customer satisfaction while acting as a vital link

between the warehouse, trade sales and e-commerce teams.

A keen interest in snooker and pool is advantageous.

Could this be your next big “break”?

Funky Chalk LTD is a family run online cue sports business, selling snooker and pool products, from a warehouse based in Pudsey LS28 6DW. We are going through a period of exciting growth and looking to take on a Customer Service Executive to join our vibrant and friendly team, in a fast-growing ecommerce organisation, with excellent opportunities for career progression.

Key Responsibilities:

Customer Service:

- Answer phones and respond to customer enquiries.

- Manage and reply to emails promptly.

- Handle Amazon messages and close tickets as needed.

- Liaise with trade customers to address their needs and resolve issues.

Returns and Exchanges:

- Process returns from various carriers in a timely manner.

- Handle returned items:

- Return good items to stock in the warehouse.

- Receive seconds items in Brightpearl and place them in the correct warehouse locations.

Trade Sales Administration:

- Input orders received from the Trade Account Executive accurately.

- Assist with trade sales admin tasks to support the sales team such as checking bank transfers, receiving payments via Stripe.

- Maintain effective communication with trade customers to ensure their satisfaction and address any concerns.

Review Management:

- Monitor and respond to Amazon and eBay reviews, addressing negative reviews immediately and responding to positive reviews when possible.

- Check Trustpilot reviews, responding to low-star reviews promptly and higher-star reviews within appropriate timeframes.

Carrier Claims:

- Submit weekly insurance/postage refund claims to various couriers for missing or damaged parcels.

Listing and Stock Management:

- Receive b-stock into A/B/C SKUs to minimize the need for bespoke listings.

- Maintain b-stock listings on eBay and Facebook groups

Reporting:

- Participate in regular team meetings to share feedback.

- Prepare and present figures on return reasons and totals.

- Compile and submit reports on damages and losses from carrier claims.

- Report on daily customer queries and other key metrics as required.

Other Tasks

- Printing out orders for the warehouse team

- Assisting to pack orders at peak times

- Cycle counting stock

- Stock replenishment

- Assisting the eCommerce team with listings and various marketplace tasks

Key Competencies:

- Strong communication skills (verbal and written)

- Excellent organizational skills

- Ability to prioritize tasks effectively

- Proficiency in using customer service software such as Brightpearl and ReplyCo

- Attention to detail and accuracy

- Problem-solving skills

- Ability to work independently and in a team

Working Hours:

- Full-time position 37.5 hours 8am – 4.30pm, Monday to Friday

- Availability for occasional overtime may be required, especially around Christmas and Black Friday.

- 20 days annual leave plus Bank Holidays

Essential Experience:

- Previous experience in customer service within an eCommerce environment

- Familiarity with e-commerce platforms such as Amazon, eBay, Trustpilot

- Experience with customer service tools such as Replyco

- Sound computer skills and knowledge of Microsoft Office

Preferred Experience:

- Proficiency with Brightpearl or similar for inventory and order management

- Experience in liaising with trade customers and processing orders

- Experience of submitting carrier claims for missing or damaged parcels

This role profile is a guide to the duties expected of the E-commerce Customer Service Advisor and is subject to change.