Customer Services

1 week ago

Acton, United Kingdom Esska Full time

The Customer Services & Office Manager role sits within a small team based at Esska’s Studio in Chiswick.
As a family business, Esska prides itself on its work ethic and the great people that work within the business. We believe Esska is a great place to learn and develop your existing knowledge while building new skills and growing alongside the company.

This role reports directly to the Commercial Director. This is a combined role that involves overseeing and managing the customer services/fulfilment team as well as office management.

You will make sure that the needs of customers are being met or exceeded. Your aim will be to provide and promote excellent customer service throughout Esska. You'll also be managing the day-to-day needs of the office and a small team. You will make sure servicestandards are being met and problems are resolved as and when they arise.

The role covers **tasks and responsibilities** as set out below:

- Oversee order processing through the Shopify portal and occasionally assist with picking and packing orders during busy time/staff absence.
- Manage the day-to-day needs of the office including ordering stationery/ supplies.
- Manage wholesale orders and deliveries.
- Assist and serve customers (face to face) in the Esska shop.
- Investigate and solve customers' complaints and problems, which may be complex or long-standing.
- Find possible improvements to customer service and to internal processes and make recommendations.
- Monitor store inventory regularly (every 2 weeks) and ensure the website is maintained with the correct stock levels.
- Analyze orders/ fulfillment/ incoming stock alongside planning metrics, to avoid 'out of stock’ issues.
- Continually identify areas for improvement.
- Report any defects in production and maintain a list of issues.
- Manage and update systems as required - e.g. Shopify Apps
- Manage PR loan outs and influencer gifting.

**Essential skills**:

- Experience in retail and customer service preferable
- Previous experience in similar role advantageous
- Good PC skills, including Word and Excel
- Knowledge of Shopify advantageous, but not necessary
- Excellent organizational/ time management skill along with attention to detail
- Excellent written and verbal communication skills
- Capable of managing own workload and confident in liaising at all levels of the business

Starting salary £28k p.a.
Full time role - 9AM to 5PM based in Chiswick.
You must be eligible to work in the UK.
No agencies please.

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