Baird Group are in exciting times! We are opening fantastic new stores across the UK on both the High Street and in Outlet Centres, with iconic brands including Ted Baker, Limehaus and Antique Rogue. We are making waves in the menswear industry and if that interests you then you’ll want to know that we have an exciting opportunity to join our Customer Services team as a Customer Services Representative based at our Distribution Centre on Powlett Road in Hartlepool.
As a Customer Services Rep, you will play a vital role within our CS team providing full customer service support to Baird’s internal and external web-sites ensuring that orders are checked and processed and that that enquiries are dealt with effectively and efficiently providing the highest level of service resulting in maintaining great customer relations.
Role accountabilities:
Processing website sales orders, exchanges and refunds and updating stock availability.
Processing outstanding order queries that have not gone directly to the warehouse to be processed for the following reasons;
1. Delivery Confirmation - Establish from customer correct postal and delivery details
2. Incomplete orders - Check warehouse stocks if not available to transfer from another location, refund the order and contact customer and advise accordingly.
Reviewing and responding to all tickets raised in our customer service portal ZenDesk to ensure customer queries raised in this portal are resolved to the highest customer satisfaction levels.
Responding to out-of-stock items online from the stock reminder system generated e-mail and advise customers of date stock expected.
Being vigilant in the processing of orders for fraud i.e. through same address details but different credit card name, e-mail, telephone numbers and report to Accounts Manager for further investigation. Utilising our Payment provider Gateway Adyen to review and monitor fraudulent orders.
Managing Chargeback disputes in our payment gateway provider Adyen to ensure we challenge any chargebacks which are not valid.
Advising customers of local stockists of product.
Liaising with Evri to report on any outstanding deliveries to customers and in return update customer on the status of their order.
Liaising with Warehouse Returns teams to resolve customer queries around returned items and lost items as well as non-dispatched items.
Knowledge/Skills/Experience:
· 1-2 years previous Customer service experience ideally
· Good Microsoft skills
· Strong communication skills, particularly in writing
· Organised and self-motivated
· Important you will be able to work on your own initiative
What we’ll do for you:
- A culture which is inclusive, supportive, and rewarding
- We have a fantastic induction process which takes you through every part of our business, we will invest in you every step of the way in your career with us
- Excellent Refer a friend scheme
- Generous Employee discount scheme
- Complimentary membership to the Retail Trust including support helplines and extensive website content
Job Type: Full-time
Pay: From £25,800.00 per year
Benefits:
- Company pension
- Employee discount
- On-site parking
Ability to commute/relocate:
- Hartlepool TS24 8LY: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (required)
Work Location: Hybrid remote in Hartlepool TS24 8LY
