Customer Service Co-ordinator

3 weeks ago

Birkenhead, United Kingdom The Hatchbag Company Limited Full time

**About us**

The Hatchbag Company Ltd. is subsidiary company of Raventa Ltd., a small UK based private equity company. The Hatchbag Company is a UK and European leader in the design, manufacture and on-line sale of bespoke car boot liners. The company’s products are sold to consumers via the company’s on-line stores in the UK, US, Germany and The Netherlands.
- **Job Title**:Customer Service Co-Ordinator (CSC)
- **Company**:The Hatchbag Company
- **Location**:Birkenhead, Wirral
- **Contract Type**:Permanent, Full-Time Contract
- **Contracted Hours**:40 hours Monday - Friday
- **Salary**:£25,000 - £28,000 dependant on experience

We are looking for an experienced Customer Service Co-Ordinator to join our team at The Hatchbag Company, Birkenhead, Wirral.

This is a multilingual Fluent English and ideally two other European languages including German, Customer Service Co-Ordinator role for an on-line, e-commerce B2C business. THE CSC serves as the professional representative of the company, therefore, the consistent provision of an exceptional service and approach is crucial. The role is responsible for delivery an excellent service to all customers primarily via the company's e-commerce website but also by answering telephone calls, providing customer information, handling transactions and managing customer orders by interacting with the rest of the organisation. The CSC will get involved from the point of order entry to the point of dispatch and final delivery and invoice to the customer.

In addition, the CSC will manage some e-commerce areas such as social medial, web site content management and store content management

**Principle Responsibilities**

**Order Management**
- Manage on-line customer orders in a timely manner by ensuring customers receive relevant order acknowledgments and the order is scheduled into production in time to meet the agreed delivery date.
- Effectively handling and being accountable for all types of order entry and payment transactions.
- Seek order progress information from other departments through positive communication and collaboration.
- Manage and protect customer information, including sensitive financial information, in accordance with relevant legislation.
- Ensure that incoming telephone calls are answered in a professional and timely manner.

**Customer Enquiries**
- Provide a friendly, responsive and professional service to all customers, presenting a positive impression of the business and products.
- Respond to customer enquiries by providing information about the company’s full range of products and services.
- Ensure that every customer sales enquiry is dealt with in a timely manner.
- Ensuring a prompt and considered response to any complaint in consultation where appropriate with colleagues and ensure that the situation is resolved over and above the expectations of the customer.

**E-Commerce Website & Digital Marketing**
- Writing & Uploading of Blog posts on the company’s e-commerce site.
- Social media accounts management (writing and scheduling posts).
- Managing the translation of store front content.
- Management of on-line customer’s reviews and providing feedback when required.
- General trouble shooting of the e-commerce order management system.
- Interaction with the digital marketing agency.

**General**
- Ensuring an efficient and organised system and workspace.
- Fully supportive of an active in business improvement projects.
- Taking occasional responsibility for the induction and development of new members of staff.
- Meeting the training and development requirements of the job role.
- Flexibility to support other areas of the business as and when needed.

**Required Behavioural and Technical Competencies**
- The ability to effectively promote and ‘sell’ the company’s products and services.
- Effectively making a difference to the customer, delivering high levels of service with mínimal supervision.
- Understanding of e-commerce web sites and digital marketing.
- The ability to work as part of a team and under pressure in busy times.
- Good literacy, numeracy and verbal communication skills and IT literate.
- A positive individual with a ‘can do’, results driven approach and attitude.
- Keen to develop and learn new skills.
- An effective and confident communicator who listens and is able to express themselves clearly.
- Committed, reliable, responsible, and honest with high integrity.
- Welcomes change, is flexible and can adapt and deal with various demands.

**Required Skills & Qualifications**
- Fluency in English and German.
- Proven experience within a commercial environment.
- Strong GCSE results with 'C' or above in Maths and English.
- Strong 'A' Level results.

**Desirable Skills**
- A third European language other than English and German, ideally Italian or Spanish.
- Previous exposure to e-commerce web sites & digital marketing.
- Experience in on-line B2C environments.
- Graduate in Business or similar degr

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