Customer Service Coordinator

2 weeks ago

London, United Kingdom Wendy Morrison Design Full time

**Introduction**:
Wendy Morrison is an established designer of hand-made rugs and interior products. Her rugs are hand crafted in India and Nepal by highly skilled artisans and sold throughout the world. Wendy's signature style fuses influence from her background in fashion design with her love of exotic plants and animals. The business has considerable plans for growth and now are looking for a talented and experienced Customer Service Co-ordinator to join us on the journey.

**Role**:
We are looking for a Customer Service Coordinator to join our growing team based in our showroom at the Design Centre, Chelsea Harbour. As the first point of contact for clients, you will create a world-class first impression for clients that visit and contact the showroom and ensure that all clients have a positive experience throughout the entire order lifecycle. You will also provide support to the wider team, with a particular focus on commercial and administrative work.

**Duties and responsibilities (this is not exhaustive and other duties and responsibilities may be included)**:

- Manage customer experience throughout the entire order lifecycle;
- Support with the day to day running of the Design Centre showroom in London e.g upkeep, presentation, hosting customer meetings etc.
- Co-ordinate daily customer service operations and admin e.g. sample processing including following up leads, product variants, sales processing, generating orders and payments, dispatches
- Fully co-ordinate the sales, logistics, returns and conversion cycle of our sample service.
- Review, assess and respond to customer enquiries, communicating effectively with leads and customers according to brand guidelines;
- Monitor all sales and marketing channels for customer enquiries and direct to relevant internal channels
- Support the commercial team to achieve agreed sales targets
- Utilise CRM tool to track customer enquiries and pipeline opportunities.
- Work with third party sales channels to coordinate orders and maximise sales revenues.
- Facilitate the live chat function on the website
- Follow up leads in relation to website activity e.g. abandoned baskets
- Maintain and build strong and lasting relationships with customers and where possible increase the scope of their product offering
- Participate in events and exhibitions within the Design Centre and other exhibitions if required
- Develop and document processes to support the Customer support co-ordinator role.
- Develop a deep knowledge of our brand, products and customers

**Requirements**:
**Skills Required (Technical)**
- Proven track record in managing positive customer experience throughout the entire sales lifecycle, facing challenges and problem solving whilst keeping the customer at the centre of everything;
- Customer focused;
- IT literate - the role is highly dependent on the ability to navigate and utilise multiple IT systems to gather information relevant to the role;
- An interest in interiors and fashion would be an advantage;
- Experience using Unleashed and Prospect would be advantageous

**Skills Required (Behavioural)**
- Excellent written and verbal communication;
- Self-starting, adaptable and able to work autonomously;
- Passionate and genuinely committed to building a first-class experience for every single customer of Wendy Morrison Design;
- Ability to tackle and solve problems;
- Be motivated and proactive
- Good team work and willingness to help others
- Able to work as part of a remote team
- Experience in the Home design sector is beneficial but not essential.

**Terms & Conditions + benefits**
- This is a full-time role of 37.5 hours per week.
- A showroom-based role in the Design Centre, London (with flexibility to work off-site occasionally if required)
- Occasional travel to support business needs
- Pension Scheme
- 32 days holiday per year (including statutory and bank holidays)
- Bonus scheme (see policy)
- Tufted rug of your choice on completion of probationary period

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£35,000.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Work Location: In person

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