Customer Service Representative

1 week ago

Poole BH, United Kingdom Runderwear Full time £15,210 - £30,420 per year

Customer Service Representative (Part-Time)

Location: The Foundry, The Dolphin, Poole, Dorset, BH15 1SP

Hours: Monday to Friday, 09:00–14: hours per day)

Break: 30-minute unpaid lunch break

Salary: £15,210 per annum (£13/hour)

Contract: Permanent, part-time

About Us

Runderwear is a multi-award-winning running apparel brand based in Poole, Dorset. We exist to help runners achieve their best while feeling their most comfortable. From our office at The Foundry, our small, dedicated team manages global sales and customer experience across our websites, marketplaces, and retail partners.

The Role

We're looking for a positive, detail-oriented, and highly organised Customer Service Representative to join our friendly team in Poole.

You'll be the voice of Runderwear and Masters of Mayfair — helping customers across the UK and worldwide enjoy an exceptional service experience.

This role is ideal for someone who enjoys solving problems, communicating clearly, and contributing to a fast-paced, collaborative environment.

Key Responsibilities

  • Respond promptly and professionally to customer enquiries via email, phone, live chat, and social media, covering both direct and marketplace customers (Amazon, Decathlon, etc.)
  • Provide product knowledge and sizing advice to ensure each customer finds their perfect fit
  • Manage returns, exchanges, and warranty claims in line with company policy
  • Liaise with fulfilment partners (i-Fulfilment, Monta, Swap) to investigate delivery or order issues
  • Maintain accurate product listings on Shopify — including descriptions, pricing, and imagery
  • Update Swap portal pricing and monitor order accuracy
  • Compile a monthly customer feedback report for the management team, highlighting trends and recurring issues
  • Respond to customer reviews and assist with engagement campaigns (reviews, surveys, giveaways)
  • Pick, pack, and send seeding orders from in-office stock for media, athletes, or retailers
  • Maintain and update systems such as Gorgias, Trustpilot, and Shopify
  • Prepare and send invoices via Xero or email; occasionally send Etsy orders
  • Pull and share Amazon reports with Finance
  • Work closely with colleagues to improve processes and maintain Runderwear's reputation for best-in-class customer care.

About You

  • Friendly, empathetic communicator who enjoys helping others
  • Strong written and verbal communication skills
  • Organised and detail-oriented with good time management
  • Comfortable using digital tools (Shopify, Gorgias, Trustpilot, Amazon Seller Central) — training provided
  • Enjoys working both independently and as part of a small, high-performing team

What We Offer

  • £15,210 per annum (£13/hour)
  • 28 days' holiday pro rata (including bank holidays – equivalent to 126 hours per year)
  • Pension scheme via NEST
  • Generous staff discount on Runderwear and Masters of Mayfair products
  • Supportive, positive team culture at our Poole HQ

Job Type: Part-time

Pay: £15,210.00 per year

Expected hours: 22.5 per week

Benefits:

  • Company pension
  • Employee discount

Work Location: In person

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