Customer Service Administrator/advisor

**About You**

With a keen eye for detail and a passion for customer service you will be driven to deliver a great customer experience, which reflect Frugi’s brand values. Ideally, you’ll have a background in retail / account administration and be highly experienced in delivering gold standard Customer Service. You’ll be highly analytical and be brimming with ideas to continue to improve our customer’s experience. You’ll be great at building close working relationships internally and externally, with strong administration and problem-solving skills. You’ll be computer literate and super organised with excellent time management skills and the ability to work in a fast-paced environment with tight deadlines.

**Your Role in a Nutshell**

Based at Frugi HQ, in Cornwall, your role will be to assist in all aspects of Frugi’s customer service and take care of our highly treasured Key Accounts, making sure they are engaged and receive great customer service.

**Your Key Responsibilities**
- Deliver outstanding customer service to all our customers.
- Be competent in the standard operating procedures within the department.
- Work with meticulous attention to detail.
- Setting up Key and Trade accounts
- Processing Key Account and Focus + orders, either by portal, Spreadsheet (CSV) or website
- Processing Focus, Managed and Consumer website orders as required
- Processing Key Account Product Information Forms (PIF’s) and trackers
- Managing Key Account Consignment stock reconciliations and invoicing
- Amending orders for customers
- Calculating shipping costs
- Processing returned stock and exchanges
- Contacting customers as necessary to chase up pre-orders for forthcoming seasons and to chase payment
- Generate invoices for customers.
- Ultimately, taking responsibility for a Key/Trade account and working closely with Commercial Managers for that Key/Trade Accounts.
- Ensuring orders are correct and assigned to the correct season / drop
- Dealing with customer requests, changes and payment terms
- Chasing payments where necessary, taking card payments, process bank payments x 2 per day
- Adhering to the credit policy for stockists
- Being sales-minded and upselling Frugi products where possible
- Flexibility with assisting at trade shows and showrooms both in the UK and Europe

**Essential skills**
- Previous experience working within a Customer Service / key account role
- Previous experience building close working relationships internally and externally.
- Proven ability to deal with varied, busy workload.
- Be detailed orientated.
- Creative and innovative thinker and ‘out of the box’ problem solver.
- Excellent communicator in the spoken and written word, with accuracy and great attention to detail.
- Able to plan and manage individual workload with little supervision.
- Super organised with excellent time management skills and the ability to work to tight deadlines.
- Solid IT skills, with good working knowledge of MS Office programs and the ability to learn in-house systems quickly.

**What’s in it for you?**
- We’re offering a full time, permanent contract, based at our HQ in Helston, Cornwall.
- We’ll invest in you with a competitive salary of £19,500 per annum.

But it’s not just a job. At Frugi Group, we want you to feel passionate about our mission, be eager to make your mark within an ethical and sustainable business and become part of an incredible team. In return, we take good care of you through a range of initiatives and rewards, including:

- A pension scheme to help you save towards the future.
- A profit share scheme where you get to share in the success of our company.
- A generous holiday allowance and the option to buy or sell some holiday.
- A whopping 60% discount across our fantastic range.
- An opportunity to volunteer, enabling you to give your time to a cause close to your heart.
- Ongoing professional development supported with bespoke learning initiatives and training opportunities.
- Career progression - as we grow, you’ll grow too
- Our award-winning health & wellbeing activities
- Regular events and treats organised by our very own Frugi Magic Makers.
- A dynamic, innovative and exciting environment to work in.

**About the Frugi Group**

With innovation and sustainability at the core, the Frugi Group is made up of four brands. The ethical and organic children’s clothing brand Frugi was born in 2004 with an aim to show that clever design, great ethics, and passionate people can help change the world Frugi Bloom followed shortly after providing a ‘bump to breastfeeding and beyond’ range with the same ethics and clever design to ensure longevity.

In 2018, we were acquired by our private equity partners, True Capital, who are B-Corp certified and share our vision for ethical business practices and a focus on people and the planet. The Frugi Group was completed in 2020 with the purchase of sister brands TotsBots and Bloom & Nora, who, with over 2