Our Company
Unify Brand Partnerships is a leading sports, outdoor and lifestyle agency, representing an impressive portfolio of globally recognised brands across the UK. Our portfolio includes Cotopaxi, Xero Shoes, Feetures, Reef, Teva and many more, with exciting plans for continued growth and expansion.
At Unify Brand Partnerships, we are passionate about the brands we represent and the experiences we create. We are looking for individuals who share our enthusiasm, take pride in their work and are committed to delivering exceptional results.
About Us
We're a growing ecommerce team supporting a portfolio of lifestyle brands sold both direct-to-consumer and through Amazon. As we scale, we're looking for a Customer Service Executive to be the friendly, reliable voice our customers hear when they need help - whether that's tracking down a missing parcel, getting the right size, or resolving a product issue.
Reporting directly to the Ecommerce Merchandising Manager, you’ll be the first point of contact for customers shopping with us online and via Amazon. This is a hands-on, front-facing role where no two days are quite the same - one minute you're helping someone find the right fit, the next you're chasing a courier or processing a warranty claim. You'll play a genuinely important part in how our customers experience our brands.
Responsibilities
- Act as the first point of contact responding to customer queries via our helpdesk (Gorgias), covering email, chat, and social channels delivering an exceptional first impression of all brands by responding promptly and effectively to customer and prospective customer enquiries.
- Provide accurate product, pricing, stock availability and delivery information, helping customers throughout their purchasing journey via Shopify and Amazon.
- Advising customers on sizing and fit to reduce returns and improve satisfaction
- Managing returns and exchanges through Loop, keeping the process smooth and hassle-free.
- Manage warranty claims from first enquiry through to resolution, ensuring customers are kept informed throughout the process.
- Consistently delivering a warm, helpful, solutions-focused experience that keeps customers coming back
- Resolve customer queries efficiently and proactively, escalating issues where appropriate to ensure a prompt resolution. Building and maintaining strong relationships with customers, fostering trust, satisfaction and brand loyalty.
- Track and monitor customer interactions, identifying trends and opportunities to continually improve customer communications, guides and FAQs to support self-service.
- Develop and maintain a working knowledge of all internal systems and processes, including Shopify, Orderwise, Gorgias, Loop and Microsoft Office applications, particularly Excel.
- Manage customer engagement across product review platforms, including Yotpo and Trustpilot (full training provided), ensuring all feedback is acknowledged and responded to in a timely, professional and positive manner.
- Provide community management support across social media platforms, responding to customer comments and enquiries in line with brand guidelines.
- Prepare and distribute regular customer service reports and insights to the Head of D2C, highlighting key metrics, trends and areas for improvement.
What We're Looking For
- Previous experience in a customer service, retail, or hospitality role is helpful but not essential - we'll train the right person
- A genuine people person: patient, empathetic, and calm under pressure
- Strong written communication skills - clear, friendly, and professional
- Good attention to detail and comfortable juggling multiple queries at once
- Confident using computers and happy to learn new software/systems (Gorgias, Loop, Shopify, Amazon Seller Central, Yotpo, Trustpilot - full training provided)
- A proactive, can-do attitude and a genuine interest in ecommerce
- Able to work full-time, on-site at our Cwmbran office
What You'll Get
- Full training on all systems and processes - no prior ecommerce experience required
- The chance to work across a portfolio of well-known lifestyle brands
- A supportive, close-knit ecommerce team
- Real opportunity for progression as the team and business grows
- 24 days annual leave plus bank holidays
- Generous discount on portfolio of brands
- Company events, raffle prizes and incentives
Pay: £26,500.00 per year
Work Location: In person
