Customer Service and Returns Assistant

**TITLE**

CUSTOMER SERVICE AND RETURNS ASSISTANT

**OVERVIEW**

To provide fantastic customer service to all our online customers.

**ABOUT LANX**

LANX is a rapidly growing Lancashire based footwear brand. We take great pride in producing quality footwear for both men and women. Since launching on a local market stall in 2018 we have enjoyed rapid growth; with our team now 50 strong (and growing), we attend multiple events each year, a shop in Manchester’s popular Northern Quarter and official footwear suppliers to a host of sports teams. We remain ambitious and are looking for new staff members to help the company grow and prosper in the years to come.

**ROLE**

**Customer service**
- An important role to preserve a high standard of customer care, both pre and post sale, and maintaining the LANX brand tone of voice
- Ensure that any messages and comments we receive via social media (Instagram, Facebook, LinkedIn, etc) are responded to or diverted to the relevant department
- Primary duties include answering/ resolving customer queries, making sure all customers are well informed and satisfied
- General management of customer accounts, including; returns, exchanges, refunds, shipping, tracking and Loyalty Accounts etc
- Required to contribute and pitch ideas to help the overall execution and optimisation of the customer services department
- Create shipping labels daily, using portals on; Royal Mail, DPD, DHL
- Respond to positive and negative feedback we receive through our review platforms, dealing with complaints where necessary
- Analyse data and make suggestions based on data from Shopify and AI reports.

**Returns**
- Process returned orders within the warehouse
- Fix and correct small issues with shoes
- Ensure all returned shoes are restocked within the warehouse ready to go back on sale
- Update all applicable systems (SWAP & Brightpearl)

**SKILLS**
- Must be a positive and enthusiastic individual who is able to work independently, and as part of a team when required.
- Well spoken and able to articulate efficient and informative responses to customer enquiries
- Experience working with Gorgias, Shopify, and SWAP is much preferred, but not essential, training can be given on these platforms.
- Tidy and organised in all aspects of work
- Able to talk with customers on the phone, from time-to-time when necessary
- Shopify is our order procurement and fulfilment system. An understanding of the order management process, inventory tracking, and back-end reporting is a skill to develop while in this role. This skill comes in conjunction with our Warehouse team and other departments at LANX, so communication between LANX colleagues is key. Understanding this system will aid in assisting customer queries relating to orders, returns, tracking, products, pricing, reporting, and more.

**EXPERIENCE**

2 years experience in a similar role

**YOU’LL BE RIGHT FOR LANX IF**

We are a high-growth business, and we’re looking for people who are ambitious, have a burning desire to learn, have an obsessive attention to detail, an entrepreneurial mindset and want to really make their

mark on a business trying to do good. If you want to be part of a big team - this isn’t going to be right for you. Working for a smaller but fast growing business is different. Companies like LANX are vibrant, fast paced, often hard work, but always incredibly rewarding.

**WORKING ALONGSIDE**

Customer service manager, customer service assistants and the Warehouse team

**REPORT TO**

Customer Service Manager

**WORKING DAYS & HOURS**

Part Time

Sat & Sun - 9.00-4.30

Mon, Tue & Wed - 4 hours per day (times negotiable)

**DAYS OFF**

Thursday and Friday

**PLACE OF WORK**

LANX, Whalley, BB7 9YE

**ANNUAL LEAVE**
- Permitted 28 days annual leave per year
- Permitted 8 weekend days of annual leave per year (or 4 weekends) - 30 days notice required to book weekend days off
- Permitted a maximum of 5 days of annual leave in October each year
- Not permitted to take annual leave in November, December and the first 2 weeks of January
- There may be a Christmas shut down in December for all staff, for which annual leave must be used, dates tbc
- Please note bank holidays are regarded as normal working days at LANX - however staff may request these as annual leave

**MUST WORK**
- Annual Sample Sale Weekend (March, date tbc)
- Summer Sale Weekend (July, date tbc)
- 2 additional days around Black Friday - 2 extra days annual leave will be granted, or you can be paid for this work

**BENEFITS**
- 40% off the full rrp on all LANX footwear
- 1x additional wellness day off per year - this comes in the form of a team bonding day - 1 April 2024
- Staff Christmas party - all expense paid for
- In-house HR manager for support
- Company pension
- Heavily discounted gym membership

**Job Type**: Part-time

Pay: Up to £18,412.68 per year

Expected hours: 27 per week

**Benefits**:

- Company events
- Company pension
- Employee discount
- Free parking