Customer Experience Executive

1 month ago

StratforduponAvon, United Kingdom Green Sheep Group Ltd. Full time

Green Sheep Group is a high growth, ambitious UK company in the baby and nursery sector. All starting from the design of an organic baby mattress, we now operate two award winning brands; Snüz and The Little Green Sheep, selling internationally and to many of the UK’s biggest retailers.

We are delighted to have been awarded our second royal accolade and one of the first companies to receive the prestigious Kings Award for Enterprise in International Trade.

Our team is what makes us, and we can only achieve our goals by working with ambitious and talented people so if this sounds like you, read on

Location: our head office is a barn conversion and located in a rural spot in Snitterfield, Stratford Upon Avon, and our distribution centre is in Arrow Valley, Redditch where we also showcase our beautiful products.

**Before we get into the details of what we're looking for, let us tell you about what we can offer you**:
You will be joining us at an exciting time in our growth trajectory and you will have the opportunity to play a huge part in this. We’re rolling out new initiatives to attract and retain the best talent, which means you’ll get to work with a really great bunch of people. Some of our fantastic perks are:

- 25 days of holiday (plus bank and public holidays) to relax and reenergise.
- Health coaching sessions with Dr. ME.
- Company sick pay providing financial support during periods of sickness
- Paid Compassionate leave.
- Paid exam leave to support continuous professional development.
- Paid time off to attend appointments related to IVF and Fertility support.
- Enhanced maternity and paternity pay.
- We recognise the benefits parents can gain from taking part in NCT classes and Paediatric First Aid, that's why we cover the cost of these at GSG
- Free fruit (to get your 5 a day), snacks and every flavour of tea you can possibly imagine.
- Social events to bring the team altogether.
- Staff, friends and family discount across both our brands.

As a B2B an B2C customer Experience Executive, you will be the first point of contact for our valued customers and our Stockists. Your primary responsibility will be to provide excellent customer service by addressing inquiries, resolving complaints, and assisting customers and stockists in a professional and efficient manner. This role requires exceptional communication skills, a positive attitude, and the ability to thrive in a fast-paced environment. Also ensuring seamless communication with the sales team, providing support and assistance, order input and management to ensure the sales team are on track to achieve their targets.

**To give you a taste, some key responsibilities will include**:

- Act as the champion of our B2B and B2C customer experience, ensuring we deliver in line with core customer metrics and KPI’s.
- Respond to retailers and Customer inquiries including stock availability, complaints, and requests in a timely and accurate manner, striving to exceed expectations.
- Maintain a thorough understanding of the company's brands/products and be able to effectively communicate features, benefits, and technical information to retailers and direct to customers.
- Listen attentively to retailers’ concerns, empathise with their needs, and provide appropriate solutions or escalate issues to the appropriate team member.
- Daily processing of orders, returns and replacements, ensuring accuracy and efficiency in all transactions.
- Liaise directly with our B2B and B2C customers and Distribution Centre to ensure products are delivered in a timely manner and communication is clear.
- Ensure all relevant paperwork and documentation is prepared accordingly and shipping documents, tracking information are provided to customers.

**Now over to you, we would love for you to have**:

- Exceptional communication skills, both verbal and written, with the ability to interact effectively with customers and colleagues at all levels of the organisation.
- Strong problem-solving and decision-making abilities, with a focus on providing efficient and effective solutions.
- Demonstrated ability to handle difficult customer situations with empathy, professionalism, and a customer-centric mindset.
- Strong organisational and multitasking skills, with the ability to prioritise and meet deadlines in a fast-paced environment.
- Proficient in using customer service software, CRM systems, and other relevant tools to track, monitor, and analyse customer interactions and data.

Pay: Up to £25,282.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have experience of using a CRM system?

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Application deadline: 17/06/2024

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