Global Customer Service Representative

6 months ago

Wrexham, United Kingdom Ellison Europe Full time

**About Ellison/Sizzix**:
Ellison is widely recognized as a global market leader in the DIY arts and crafts marketplace, with the company designing, manufacturing, and distributing the finest quality die-cutting machines and products to the creative industry. Ellison’s innovative designs empower users to cut, embellish and create extraordinary projects from a variety of materials, which can be used in the home, the classroom or for gifts and self-expression of any kind.

Since 1977, Ellison has been a staple product in the classroom and continues to be a trusted favourite with teachers and educators. In 2001, Ellison launched Sizzix, a global brand focused on providing inspirational products for the creative community, whether they enjoy upcycling, home décor, sewing or paper crafting. In addition to their die-cutting equipment, Sizzix also offers a wide variety of making essentials and tools which complement any creative pursuits. The extensive Sizzix product collections provide their community with everything needed to build their creative lifestyles.

Ellison is a global company with its America and Canada office located in Lake Forest California, its European and Rest of World (ROW) office located in Wrexham, UK and it’s Asia office based in China.

The majority of Ellison’s customers are Business-to-Business (B2B) retailers and distributors who purchase, stock, and resell their products to end-users. In addition, Ellison also sell Business-to-Consumer (B2C) direct to schools and consumers via their branded websites and catalogues, or at select creative trade-shows and events.

Ellison’s mission is to continue to grow its market leadership position with uncompromising quality, innovative design and inspiring, award-winning products that continue to inspire the creative community.

**Position Location**:Wrexham

**Schedule**:Monday - Friday | 8:30 - 17:00

**Hybrid working** - 3 days office (minimum 5 hours per day), 2 days WFH/Office (at your discretion)

**Position Summary**:
**Key Areas of Responsibility (including but not limited to)**:

- Be responsible for global customer service enquiries across all Ellison brands and sites.
- Retain and develop strong product knowledge in order to deal with all customer queries in an efficient and timely manner.
- Work in line with our SLAs and drive continuous improvements to support with customer satisfaction and retention.
- Accurately record and maintain customer information.
- Improve efficiencies within global customer service and make suggestions for positive change and developments.
- Collaborate with internal departments to drive improvements to have a proactive approach.
- Ensure that we have continuous coverage in line with global operating hours.
- Utilise customer feedback to make continuous developments to our FAQs to support the reduction of inbound enquiries.
- Support the wider team with administrative tasks as and when required.

**Requirements/Qualifications**:

- Strong customer service skills with the ability to drive positive results with every interaction.
- Excellent communicator - both verbal and written.
- Computer literate - Intermediate proficiency in Microsoft programs.
- Must be organised and have excellent time management and prioritisation skills.
- Excellent attention to detail.
- Ideally be proficient in reporting and data analysis.

**Preferences**:

- Work experience in the Arts and Crafts industry, preferred.

**Our Vision**:

- We will be experts at innovating and evolving product stories through an immersive customer journey, where hands-on creativity and digital experiences co-exist.
- We will pioneer creative expression, captivating every generation.

**Our Mission**:

- We strive to be the brand of choice in die-cutting and embossing technologies, providing quality and cohesive product stories, through a seamless multi-channel customer experience.

**Our Core Values**:

- Passion
- Commitment and Accountability
- Results Driven
- Collaboration
- Encouragement

**Why Join Our Team**:

- We provide a stimulating and rewarding working environment for all, focused on empowering, inspiring and nurturing our people.
- We provide competitive compensation and benefits, and we thrive on innovation and being a great place to work.

**What We Offer**:

- A company culture that promotes work life balance via our hybrid working scheme.
- Competitive salaries.
- Pension.
- Great holidays
- enhanced based on length of service.
- An additional birthday day leave.
- An additional duvet day leave.
- Additional CSR leave.
- Perks and discounts via our benefits and reward platform 'Perkbox' that includes monthly treats and discounts from selected restaurants, cinemas and retailers.
- Long service awards.
- Great staff discount on our products.
- Access to mental health support via our 'Employee Assistance Programme'.
- Career development opportunities and commitment to continued learning and development.

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