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London, United Kingdom Harvie and Hudson Full time

A unique opportunity to join this independent Third-Generation owned and managed shirt-maker on Jermyn Street as a full-time Online Customer Care and eCommerce Administrator in a fantastic entry level position. This forward-thinking heritage company is looking for someone to join a British company that is maximising UK and International expansion through excellent customer service, efficient merchandising and online sales.

Reporting directly to the Ecommerce Manager and working closely with the Stock Controller and Store Sales team; this person will be the first port of all for all online orders and queries. Their primary goal will be to provide excellent customer service and care to online customers and facilitating efficient shipping and customer resolutions.

**Responsibilities**:
**Customer Care**
- Represent the Harvie and Hudson brand to the highest possible standard, ensuring all customers receive a consistent and excellent standard of customer service.
- Resolving issues in a friendly and helpful manner. Minimising customer complaints and escalations.
- Offering alternatives for unfulfilled items and assisting with telephone orders.
- Communicating any delays or unfulfillments to customers within given timeframes.

**Fulfilment**
- Responsible for collating daily orders, locating stock efficiently, upselling items when possible and offering alternatives when items are unavailable.
- Regular picking in the warehouse for customer orders and transferring of stock, and ordering of stock that is available at our external warehouse.
- Dispatch orders using various courier systems and ensuring they are sent out within declared timeframes.
- Reviewing delayed shipments and chase deliveries.
- Thorough fraud screening on all new orders, ensuring any flagged are either held or rejected to ensure safe handling of customer payments.

**Administration**
- Process refunds & exchanges, adhering to our customer policies. Reporting any concerns internally.
- Correcting stock discrepancies within the Web Department and sub-warehouses.
- Daily Trade reconciliation, communicating any discrepancies or suspected fraudulent orders to the appropriate channels.
- Compiling refund and cancellations report, and customer care report for weekly department meeting.
- Making sure warehouse is organised, all clothing and shoes items are labelled correctly, and all stock online is correct
- Keeping on top of stationary ordering, packaging levels and any relevant materials.
- Assisting the Ecommerce Manager, Merchandising Manager and Stock Controller with Ad Hoc tasks.
- Supporting with all aspects of the product lifecycle, including merchandising, copywriting and product creation as required.

**Presentation**
- Achieving high quality presentation when packing orders to be dispatched, following our packing guidelines.
- Pick and transfer products for seasonal campaigns and photoshoots, assist with outfit building and ensure products are appropriately represented and placed back in stock.
- Representing returned stock from customers and photoshoots to a resalable condition.

Required
- Outstanding organisational skills.
- Strong customer service and communication skills, both verbally and written.
- Time management skills and a can-do attitude with a hands-on approach.
- A natural problem solver, in a fast-paced environment.
- Ability to work within a team, display enthusiasm and desire to go the extra mile.
- Strong self-starter with a positive and enthusiastic attitude.
- Experienced in using Microsoft office programmes.
- The right to work in the UK.

**Desired**
- Experience in providing front line customer service in a Contact Centre, or previous experience in a distribution and order processing environment.
- Previous experience using an Ecommerce system as well as an EPOS system is desired, however training will be provided.

**Please bear in mind this is a physically demanding role.**

What will you get?
- Office centrally located in Piccadilly
- A competitive salary
- 24 days Holiday plus public holidays
- Pension Scheme
- Local company discounts
- Christmas Party
- Hours: 37.5 hours per week, Monday to Friday 09.30 - 18.00, 1-hour lunch

**Salary**: £19,000.00 per year

**Benefits**:

- Company pension
- Employee discount

Schedule:

- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person