Senior Customer Service Coordinator
Customer Service
Customer Service Manager
Leeds (Colton) 2mins from Junction 46 – M1, 20mins from Leeds Station.
Dependant on experience
Our background and your main purpose…
Gym King was founded in 2015 and has grown from ‘bedroom brand’ to a leading athleisure company with £26m sales in the most recent financial period, available in 1,000 retail stores and online at thegymking.com. A highly entrepreneurial business driven as a tight, fast-moving SME.
Gym King believes that we are all fighting for something and that something can be achieved with the right mindset and self-belief. We believe that it is not just our products which set us apart, but also our people and we have an ambition to build a team of the most talented individuals in our industry.
The Role
The ideal Candidate will be passionate, enthusiastic, and hardworking with an eye for detail. You will be driven by a love for brand, product, and service to its customers. The successful candidate will be a strong team player who thrives from working in a fast-paced environment, a dynamic individual with a strong work ethic.
What you will be doing:
· Deliver exceptional customer service to a diverse portfolio of wholesale customers, including Key Accounts, Marketplaces, and Independent Retailers. Deliver excellent customer service to Ecomm customers and work with relevant teams.
· Act as the second point of contact for the Customer Service team, supporting the Customer Service Manager with day-to-day operations.
· Monitor daily workflows to ensure service levels and business KPIs are consistently achieved.
· Provide leadership and operational support by covering the Customer Service Manager during periods of absence, covering and holding meetings as required, creating daily/ weekly/ monthly reports, liaising with senior team.
· Manage customer order books to ensure monthly and annual sales targets are achieved, including:
· Create, monitor and maintain customer orderbooks – create orders, update stock and order line status
· Update stock availability weekly
· Manage Imagery to individual account requirements
· Planning order fulfilment with the Distribution Centre to meet agreed delivery schedules.
· Provide regular orderbook updates to customers
· Provide accurate weekly/ monthly figures to CS Manager
· Support customer accounts and Sales Team with ad hoc queries
· Support Independent accounts as and when needed
· Work across multiple IT systems to ensure orders as processed and queries resolved for Wholesale (Key Account, Marketplaces and Independent retailers).
· Build strong relationships with your accounts and internal teams with regular meetings.
· Work cross functionally to ensure we are constantly providing best in class customer service experience for both retail and e-commerce customers.
· Identify opportunities to improve customer service processes, recommending and implementing where appropriate.
· Maintain training documentation and train new colleagues, manage temp staff during peak periods.
· Produce and manage reporting to manage and track customer and business target performance.
Key Skills & Experience
- 4 or more years office-based customer service or Internal Account Administration experience.
- Excellent communication and teamwork skills
- Strong customer service, query and complaint handling skills via email/phone/ webchat
- Ability to work cross functional on wholesale account and e-commerce
- Take ownership of task from inception to conclusion
- Ability to multi-task and meet deadlines in a fast paced environment
- A highly organised self-starter with excellent attention to detail and time management skills.
- Resilient with good problem-solving skills.
- Strong excel skills are essential.
Gym King values:
- Fearless
- Focussed
- Driven
- Resilient
- Team Player
The successful candidate will demonstrate behaviours that are aligned to these values.
Benefits
- Salary commensurate with experience
- 25 days holiday (plus bank holidays) option to ‘buy’ up to 2 extra days – pro rata’d for the duration of the contract)
- Free onsite parking
- Relaxed and friendly working environment
- 50% Gym King discount for staff, friends & family
- 10 days sick pay (after completion of probationary period)
- Hybrid working (1 day a week work from home, usually on a Tuesday or Wednesday)
- Health Cash Plan (after completion of probationary period)
- GK profit related bonus scheme
- Flexible start (between 08:00-10:00) & finish (between 16:00 – 18:00) times
- Staff shop with heavily discounted sample Gym King products
- Cycle to Work
- Fully paid for annual staff party
Working hours: Due to the nature of this role, the hours will be full time (37.5 hours per week) Monday-Friday, although a flexible approach is required.
Location: This role is based at Unit 6 Temple Point, Bullerthorpe Lane, Colton, Leeds LS15 9JL. 2 minutes off the M1 J46.
Benefits:
- Casual dress
- Cycle to work scheme
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Profit sharing
- Sick pay
- Work from home
Ability to commute/relocate:
- Leeds LS15 9JL: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What salary are you seeking?
Experience:
- Customer service: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
