Customer Service Executive

Department:
Customer Service
Job Type:
Full Time
Location:
London
Total Positions:
1
Require Travel:
Not Required
Apply By:
February 29, 2020
Posted:
November 11, 2019

Job Description

We are looking for a person to join our team who enjoys delighting  B2B and B2C customers, due to internal promotion.

Responsibilities:

· Own the complete post-sale customer journey for our small to mid-size B2B accounts and B2C orders.

· Project manage customer orders post-sale proactively through to successful delivery. An order could be a single item, or multiple items. You will confirm replacement orders; manage post-sale customer communications; spot problems and resolve them before they become problems; arrange deliveries and installations if required; and offer an end to end personal after-sales experience.

· Act as an internal partner for each Trade Account Manager to provide a seamless, outstanding level of service through to post sale.

· Liaise with our warehouse and other external logistics partners to coordinate orders, , dispatches and customer deliveries.

· Manage customer enquiries via email, phone and online chat in a friendly, helpful and professional manner – representing the brand and customer experience.

· Work closely with customers to ensure they are satisfied with the products and services they receive and to improve upon areas of dissatisfaction.

· Pass on any valuable customer feedback to the team, as well as your own ideas and improvements, for us to optimise our service and product, and maintain excellent customer satisfaction and Net Promoter Score. We welcome input from every team member.

· Work with other members of the team with sales, marketing, supply chain product and operational tasks related to your role.

What we're looking for:

· Experience of a customer facing position for at least 1-2 years in an ecommerce environment. You might have worked in customer service, or in a wider customer ownership, customer success, customer experience or other customer-facing role. You will be passionate about delivery of a premium product and outstanding service for demanding customers.

· A big plus is to have furniture, lighting or home accessories experience, and/or a passion for design and furniture.

· Experience of using Netsuite CRM or a similar CRM application to manage customer contacts and conversations is beneficial. You will have excellent verbal and written communication skills, to use the right language and tone of voice to manage effective conversations and outcomes with customers and partners.

· Project management know-how would be useful, particularly for working on larger orders: managing workload and priorities; applying planning and structure to get activities done; stakeholder management; and a focus on achieving results.

· Knowledge of operational processes to manage ordering, lead times, deliveries and returns.

· We’re looking for someone with a highly personable attitude, who can work in a fast-paced, environment. Your creative and innovative thinking will enable you to develop customer-focused approaches to go the extra mile for the customer. Your ownership mentality gives you the ability to work independently as needed. You have a high bar of excellence, with the ability to take feedback and criticism without ego.

· We’re looking for an ambitious person who is looking to develop their career path in customer service and customer success and who wants to learn and develop skills fast.

What we're offering:

· The opportunity to join a world-class team and play a key role in a fast-growing company

· The opportunity to grow professionally as the company grows.

· A working environment that offers an exceptional freedom and the opportunity to develop your skills and knowledge at a fast pace.

· 25 days holiday

· Competitive salary.

· Gym member monthly contribution

Who we are:

· Buster + Punch (B+P) is an aspirational and innovative brand within the home interiors market. The brand is recognised by discerning end consumers and receiving considerable attention from the Architect and Designer community across many countries.

B+P was formed at the end of 2012, and during the last few years has really started to motor forward. Revenues are generated from sales across three major ranges, hardware, electricity and lighting being supported by minor ranges in accessories, furniture and of course, motorcycles. The business is complex for its size, designing the products and then delivering into over 70 countries via sales generated through e-commerce (B2B and B2C), trade accounts, its own stores and third party retailers such as Harrods, John Lewis and others globally.

The business has locations in London (designers and showroom), Stockholm (marketing and retail store), Los Angeles (US sales and B2B showroom), Shenzhen, and uses third party logistics in Gatwick and Phoenix. Its HQ are in Stamford, Lincolnshire.

In 2017, the business raised private equity investment which is being deployed to create the ground works for growth. The company uses Oracle Netsuite across all of its locations as its ERP system.

For the management of B+P we expect our people to love our products, love the brand and have the passion to make the business great. We like to have fun whilst expecting our people to ‘buy in’ to the vision and have the inner discipline to do what they do well. Senior management, from an array of backgrounds, have an open-door policy and will take the time to listen and act upon great ideas. We know it will never be easy, but we want to continue to build a great and enduring company and we want the right people on the journey.

Skills Required