Customer Service and Operations Executive

7 months ago

Belfast, United Kingdom Kindred of Ireland Full time

**Job Title**: Customer Service and Operations Executive (Part-Time)

**Location**: Based at Kindred of Ireland studio/store, Belfast.

**Hours**: 30 hours per week.

**Working Hours by Day**:

- **Monday**: 9:30am-3:30pm
- **Tuesday**: 9:30am-3:30pm
- **Wednesday**: 9:30am-3:30pm
- **Thursday**: 9:30am-3:30pm
- **Friday**: 9:30am-3:30pm

**Job Overview**:
The Customer Service and Operations Executive is integral to ensuring the smooth running of Kindred of Ireland's daily operations. This dynamic role includes responsibilities in customer service, order fulfillment, production suppport, administrative support, and more. The executive will work closely with our Lead Seamstress and freelance seamstress team to uphold our 3-4 week production timeframe while maintaining our high-quality standards. Additionally, they will handle in-store customer service at our Belfast studio, ensuring a welcoming and brand-aligned experience for all visitors.

**Key Responsibilities**

**Customer Service & Production Management**:

- Serve as the first point of contact for customer inquiries both online and in-store, ensuring a positive and brand-aligned customer experience.
- Lead the development and implementation of a new customer service platform for online customers, leading the transition to more efficient and responsive customer service operations.
- Oversee the entire order fulfillment process, ensuring timely and accurate preparation, packaging, and dispatch of customer orders.
- Coordinate closely with the Lead Seamstress and freelance seamstress team to manage production schedules, order tracking, and quality control to meet our 3-4 week delivery commitment.
- Monitor and reorder packaging materials and other supplies necessary for order fulfillment and presentation.
- Communicate effectively with customers regarding order status, product queries, and any potential delays or issues.

**In-Store Customer Service**:

- Ensure a welcoming and engaging in-store experience for customers visiting the Belfast studio/store.
- Assist customers with product information, purchases, and any inquiries they may have while visiting our studio.

**Admin Support**:

- Provide comprehensive administrative support to ensure the efficient operation of the business, including organising team meetings/events, managing Google Calendars, and maintaining an organised Google Drive.
- Assist in the development and optimisation of internal systems and processes to enhance operational efficiency and support the company's growth.
- Provide administrative support to the Creative Director.

**General Duties**:

- Perform any other duties as required by the needs of the business, demonstrating flexibility and adaptability to ensure the seamless operation of Kindred of Ireland.

**Person Specification: Customer Service and Operations Executive**

This person specification outlines the key attributes and qualifications we are seeking for the Customer Service and Operations Executive role at Kindred of Ireland. If you meet the essential criteria and have the desired skills and experience, we would love to hear from you.

**Essential Criteria**:

- **Educational Qualifications**: Minimum of GCSE Maths and English (Grade C or above).
- **Customer Service Skills**: Proven experience in a customer-facing role, with excellent interpersonal and communication skills.
- **Organisational Skills**: Strong organisational abilities, with a keen attention to detail and the ability to multitask effectively.
- **Technology Proficiency**: Competence in using standard office software and tools.
- **Production Coordination**: Experience in coordinating production schedules and managing order tracking processes.
- **Driving Licence**: A valid driving licence and access to a car.
- **Team Collaboration**: Ability to work effectively as part of a team, collaborating with seamstresses, management, and other staff.
- **Flexibility and Adaptability**: Willingness to perform a range of duties as required by the needs of the business.

**Desirable Criteria**:

- **Google Workspace**: Proficiency in using Google Workspace (Docs, Sheets, Calendar, Drive).
- **E-commerce Experience**: Previous experience in e-commerce customer service.
- **Customer Service Platforms**: Experience with customer service platforms such as Zendesk or Gorgias.
- **In-store Customer Service**: Experience in providing in-store customer service and support.
- **Fashion Industry Experience**: Previous experience in the fashion industry, particularly in a retail or production setting.

**Personal Attributes**:

- **Positive Attitude**: A positive, can-do attitude with a passion for delivering excellent customer service.
- **Problem Solver**: Ability to think on your feet and resolve issues efficiently.
- **Proactive**: Proactive and self-motivated, with a willingness to take initiative and drive improvements.
- **Dependable**: Reliable and trustworthy, with a strong sense of responsibility and integrity.
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