Customer Service and Order Fulfilment Coordinator

5 months ago

Birmingham, United Kingdom Guthrie & Ghani Ltd Full time

**About The Company**

We believe that by using quality supplies, and learning skills to either create things for yourself or mend what is broken, you can achieve excellent professional results that look beautiful. At guthrie & ghani we provide a range of carefully selected products to support individuals in the art and craft of sewing and dressmaking. We do much more than simply supply patterns and materials for people to make their own garments, we provide guidance and support to help individuals develop their skills and create something beautiful. The shop is based in Moseley, Birmingham and we also run workshops at a variety of locations, and these include retreats and master classes through to beginner and children’s classes. We have a strong brand, and our website provides a shop window for internet sales.

Through The guthrie & ghani Sewing Society (SS), each month we provide carefully curated Sewing Society Kits containing everything necessary to create a stylish indie garment. The SS Kits have an international following and have encompassed stylish coats, dresses, jackets, tops, and skirts. They provide a unique one box solution for individuals to make a garment from carefully selected and coordinated materials, removing the guesswork of pairing a pattern with an appropriate fabric and accessories.

We are committed to providing our clients with an unparalleled level of service and quality of product and are driven to add suitable additional products to our offering to meet these aims.

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Introduction to the role**

As the Customer service and order fulfilment coordinator you would be first point of contact and responsible for overseeing the daily operations of the shop floor in terms of customer service and order fulfilment, working underneath and reporting to the Operations Manager on a daily basis and co-ordinating with the Stock Control Manager.

As the main full-time staff member working on the shop floor, your main focus would be the customers and you would coordinate and guide the part time members of staff across the week to ensure consistency and that our customer service standards are maintained at all times.

**Duties and responsibilities of the role include**

**Customer service**
- Ensuring high levels of customer service are maintained at all times for in-store, online and telephone customers.
- Ensure that all customer enquiries are dealt with each day, liaising with the Operations Manager for more complex issues and complaints
- Logging and tracking customer complaints and queries and liaising with Operations Manager or common issues/patterns noticed

**Shop and studio presentation and maintenance**
- Working with cleaning staff, workshop coordinator and the wider shop floor team to ensure that the shop and studio are organised, clean and tidy at all times, carrying out any necessary tasks or jobs yourself as required, for example cleaning, tidying etc
- Regular shop floor sweeps to review the presentation of the shop from the customer's point of view and taking action yourself to maintain high presentation standards
- Coordinate with Visual Merchandising Lead on tasks and jobs that need done, following their guidance carrying out these tasks yourself along with the rest of the shop floor team
- Stock checking
- Unpacking and checking deliveries - this will involve lifting of bulky or heavy rolls and bolts of fabric. Full health and safety manual handling training will be provided.
- Tidying stock rooms
- Checking stock levels of stationary supplies and reporting to Operations manager on ordering what is required

**Order Fulfilment**
- Prepare and cut online and telephone orders for dispatch
- Operate the online postal systems to book orders in for dispatch - Domestic and International
- Deal with queries and enquiries relating to orders via telephone
- Ensure that all orders are organised and processed in a timely manner, being able to account and reconcile any unfulfilled orders each day.
- Deal with any queries or claims relating to lost parcels with couriers/customers
- Working with Sewing Society Kit Production Assistant to ensure all tasks for kit preparation are covered and supported, coordinate other shop floor team members to support as needed, including doing those tasks yourself as needed.

**Logistics/Operational duties**
- Completing end of day stock sheets to keep inventory levels accurate
- Authorising refunds and exchanges, liaising with the Operations Manager on more complex situations
- Working knowledge of A0 printing service and how to print patterns
- Liaising with Stock Control Manager on stock levels in the shop and any orders that may need to be placed taking account of any customer queries/issues.

**Technical Knowledge**
- Demonstrate a knowledge of sewing and dressmaking
- Advise customers on suitable fabric and notion

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