Job Summary
We are seeking an energetic and detail-oriented Customer Support Coordinator to join our dynamic team. In this role, you will serve as a vital link between our clients and internal teams, ensuring seamless communication and exceptional service delivery.
Based at our showroom within the Newby Hall estate, Ripon, you will be supporting the Senior Team in the delivery of our award-winning retail business, delivering incredible customer service, which our business is renowned for and excellent support to our senior team as we are a growing business with big ambitions.excellence.
Your proactive approach will help resolve customer inquiries efficiently, support sales processes, and contribute to the overall satisfaction of our valued clients.
Responsibilities
Customer support
Answer in-bound phone calls and web chat enquiries;
- Forward in bound sales calls to CD.
- Record all customer exchanges on associated order feeds.
Scheduling of customer deliveries;
- Distribute tracking details wherever relevant
- Management of imminent deliveries and orders
- Email/ call customers to arrange deliveries and log accordingly
Customer services email management
- Manage inbox correspondence efficiently, keeping communications up to date and free from backlog
- Flag issues with CD as required
Customer experience and feedback management
- Record and effect resolution when order issues and complaints arise
- Escalate issues to CD where necessary
Small stock management
Process daily orders of held stock, pick and pack stock for fulfilment and dispatch through logistics dashboard
Ensure accurate records of held stock are maintained, inform CD of stock replenish as required and complete monthly stock-takes
Other tasks
Produce monthly reports to monitor KPIs as required
Provide annual leave cover as required
Provide clerical support to the senior team as needed
Experience
Essential
- Proven experience in a customer support or client service role within the retail industry or similar sector.
- Strong communication skills with the ability to convey information clearly and professionally across diverse audiences.
- Proficiency in using Microsoft Office.
- Ability to handle multiple priorities simultaneously while maintaining a positive attitude and attention to detail.
- Previous experience working in a fast-paced environment that demands adaptability and proactive problem-solving skills.
- Excellent clerical skills, including attention to detail in data entry tasks
- Full UK driving license.
Desirable
- Experience using Xero/ Hubdoc or similar platforms
- Experience using e-commerce platform Shopify
We offer
- Free on-site parking
- Significant staff discount
- Generous annual leave allowance
- Access to Newby Hall Gardens and events
- Pension
- Annual pay review
- Training as required for personal development
Terms of employment
- Monday to Friday working schedule
- Post-holders are subject to a 6-month probation period
- Occasional weekend work may be required to attend trade fairs
- Opportunity for hybrid working 2 days per week post probation period
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Employee mentoring programme
- Free parking
- On-site parking
- Store discount
- Work from home
Experience:
- customer support: 1 year (required)
Licence/Certification:
- UK driving license (required)
Work Location: In person
