Customer Service and Operations Assistant
Millie & Jones · Bovingdon, Hemel Hempstead · 5 days per week, 8:00am-4:00pm ·
About Millie & Jones
Millie & Jones is a growing, family-run children's furniture company specialising in beds, mattresses and bedroom furniture for children and families.
As a small business, customer experience is at the heart of what we do. We pride ourselves on providing a friendly, personal service and supporting our customers from purchase through to delivery and aftercare. We work closely with a range of suppliers and delivery teams across the UK to ensure orders run as smoothly as possible.
We're looking for an organised, friendly and proactive Operations Assistant to join our team. This is a varied, hands-on role covering customer service, order processing, supplier and delivery coordination, and general day-to-day administration.
The Role
You'll be one of the main points of contact for our customers, helping with everything from pre-purchase product questions through to delivery updates and aftercare. You'll also work closely with our suppliers and delivery teams to make sure orders are processed correctly and any issues are resolved as quickly as possible.
We're looking for somebody who is comfortable managing different tasks and priorities throughout the day.
Key Responsibilities
- Processing and checking new customer orders to ensure all details are correct
- Sending orders to the relevant suppliers and arranging bed and mattress deliveries where required
- Monitoring outstanding orders and following up with suppliers and delivery teams
- Responding to customer emails, telephone calls and WhatsApp messages
- Answering product questions and helping customers choose the right products for their requirements
- Providing customers with delivery updates and liaising with couriers and suppliers when necessary
- Handling customer service queries, including delivery issues, missing or damaged parts, replacements, returns and warranty enquiries
- Arranging replacement parts, mattress deliveries, exchanges and collections
- Keeping customers updated while issues are being investigated or resolved
- Checking supplier invoices against what we were quoted and flagging anything that doesn't look right
- Maintaining accurate customer and order information across our systems
- Responding to customer reviews and helping us keep our Trustpilot rating where it is
- Updating product information and writing or improving product descriptions for the website
- Helping create and edit simple product imagery and website content
- Carrying out general administrative tasks to support the day-to-day running of the business
About You
We're looking for somebody who is:
- Friendly and confident communicating with customers by phone, email and WhatsApp
- Highly organised and able to keep track of several orders or customer queries at once
- Comfortable working independently and using their own initiative
- Patient and calm when dealing with customer complaints or delivery problems
- Careful with numbers, and the sort of person who notices when an invoice doesn't match what was quoted
- Confident with computers and able to learn new systems quickly
- Good at written communication, with strong spelling and attention to detail
- Able to problem-solve rather than simply pass issues on
- Reliable and comfortable working in a small-business environment
- Happy to get involved in different areas of the business when needed
Experience in customer service, administration or ecommerce would be beneficial, although full training on our systems and processes will be provided.
Typical Day
A typical day might involve checking and processing the previous evening's orders, responding to customer emails and WhatsApp messages, answering incoming calls, contacting a supplier about a customer's delivery, arranging a mattress or replacement part, checking upcoming deliveries, resolving an issue with a courier, updating customers and making changes to products on the website.
It's a hands-on role that would suit somebody who enjoys customer service but also likes the organisation and problem-solving side of operations and administration.
Practical details
Hours: 5 days a week, 8:00am to 4:00pm with a 1hr lunch break.
Location: Bovingdon, Hemel Hempstead. This is an in-person role. Free parking on site, and it's about fifteen minutes from Hemel Hempstead and Berkhamsted. There's no bus route, so you'd need to drive.
Salary: £26,000
Start: ASAP
How to apply
Send us your CV and a short note about yourself to [email protected]. You don't need a formal covering letter.
We read every application ourselves and we'll come back to you either way.
Pay: £26,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
