Customer Service/sales Assistant

**Job Title**: Customer Service & Sales Assistant

**Location**:Design Centre East, Chelsea Harbour

**Reporting to**: Customer Service Manager (based in Falmouth, Cornwall)

**Contract & Working pattern**: Permanent role, based at our showroom in Design Centre, Chelsea Harbour. Contracted to 20 hours per week (4 hours per day, Mon-Fri between 11:00-17:00) with some potential weekends or bank holidays as business demands.

**About Us...**

Tom Raffield is a leading British designer and manufacturer, specialising in luxury sustainable lighting, furniture and home accessories. Combining traditional craftsmanship, modern techniques and an iconic aesthetic, we deliver the finest objects for consumers, leading interior designers and design professionals. Our goal is to create new ways of living with unique, quality homewares that are inspired by nature and handmade to last a lifetime. We strive to inspire a like-minded conscious community and have a positive impact helping to create a world where people and nature thrive for future generations to enjoy.

**What you'll be doing...**

Based in our Chelsea Showroom you will be a friendly and helpful first-point of contact for all customers with the Tom Raffield brand, whether you’re assisting our direct consumers, trade accounts, press or partners.

You will help to convert sales with helpful advice, processing orders on our ecommerce platform, raising quotes for trade customers and field a variety of queries across the business. You will work closely with our Logistics team in Cornwall via phone to ensure the smooth running of goods out on time, as well as processing returns and booking collections.

As a key brand and product ambassador, you will be well-equipped to oversee all showroom appointments, building relationships with key clients to maximise on all opportunities for sales growth.

You will help to achieve monthly sales targets by generating new leads, opening new accounts and driving repeat sales. You will do this by developing strong relationships with customers and clients, encouraging showroom visits and repeat orders.

This is an exciting role where we will provide you with the relevant training and equipment to support you in delivering maximum results and efficiency

**About you...**

**Your key responsibilities**
- Customer facing role to provide support to all sales channels - B2C, B2B and retail accounts.
- Support the Customer Service Manager to hit our KPIs and ensure we delight our customers and maintain our 5* service.
- Completing daily assigned Zendesk tickets and ensuring all enquiries responded to within 24 hours, as per our set SLA.
- Processing orders for all channels using Shopify and Unleashed.
- Represent the brand to high standards as the main contact at our London showroom.
- Outstanding product knowledge to help generate and convert sales.
- Carry out Showroom appointments.
- Contact new and existing clients to organise meetings, updating and introducing new products.
- Trade accounts - Onboarding new accounts and overseeing customer service to this sales channel, whilst processing and supporting accounts with wider team.
- Leading trade events and hosting trade customers for showroom and workshop visits.
- Small Retail accounts - Working closely with our smaller retail accounts to provide a great service, encourage sales and provide relevant support.
- Report on sales, accounts, opportunities, and weekly business activity with Customer Service Manager.
- Always maintain an impeccable showroom display, as well as assisting both trade and retail customers with design and interiors advice.
- To provide a prominent role in after sales support linking to logístical requirements, highlighting any issues, delays or changes between various departments.
- Process returns alongside our logistics team. Organise returns directly with customers, booking collections with relevant courier.
- Be flexible and pro-active to support with any necessary changes to priorities, tasks and sales targets.
- Be a key support to the wider Marketing & Sales team, with a drive to deliver weekly and monthly tasks and sales targets.
- General tasks and administration for the smooth running of the Tom Raffield Showroom - cleaning, tidying, stock control etc.

**Your skills**
- Preferably have minimum 3 years customer service experience.
- Experience with customers from various sales channels.
- Good numeracy, literacy and IT skills using Microsoft Office including Excel.
- Friendly, positive and helpful manner to all external contacts/customers/clients.
- Be meticulous with detail and problem solve if issues arise.
- Be a strong communicator, happy to pick up the phone to solve problems, and be confident to ask questions to improve your own learning and skills.
- Be a quick learner and enjoy working in a fast-paced team.
- Able to communicate with multiple contacts, both inside and outside of the company.

This list is by no means exhaustive but outlines the r