Current Vacancies:

Customer Service Representative - Part Time (Maternity Cover)

Charlotte Mills is a ecommerce company specalising in bridal footwear and special occasion dresses and accessories. We are a small, dedicated team passionate about delivering exceptional experiences to our customers. Our commitment to quality and customer satisfaction sets us apart. We believe in building lasting relationships with our customers by consistently exceeding their expectations and ensuring every interaction is positive. Our team is made up of individuals who go above and beyond, who take pride in their work, and who understand the value of a satisfied customer.

We foster a collaborative and inclusive work environment where every team member's voice is heard, and their contributions are valued. Our passion for what we do drives us to continuously improve and innovate, ensuring that we provide the best possible service at all times.

We are looking for a hardworking, enthusiastic individual to join us in providing top-tier service. If you are someone who thrives in a fast-paced environment, loves solving problems, and takes pride in making customers happy, then you might be the perfect fit for our team. You'll have the opportunity to make a significant impact, develop your skills, and grow with us as we continue to expand our reach and enhance our service offerings.

This role is based in our Head Office, a beautiful converted Church.

 

RESPONSIBILITIES:

 

CUSTOMER SERVICE:

Managing all Customer Service Enquiries.

• Managing the Customer Service Inbox or Platform
• Responding to all Enquiries in a timely manner
• Answering Customer Phone Calls
• Handle all Customer Complaints
• Take the extra mile when always talking to Customers

 

RETURNS:

• Manage day to day activities of Returns Portal
• Assist Warehouse Staff with unpacking Returns if needed
• Facilitate customer exchanges and Returns

 

WHOLESALE:

• Point of Contact for Repeat Orders for wholesale customers
• Coordinate with Warehouse Staff when needed for Fulfillment of Wholesale Orders

 

GENERAL OFFICE TASKS:

• Assist with Warehouse Tasks during Busy and Peak Periods, including but not limited too: Picking, Packing and Fulfilling Online Orders and Assisting with Receiving Deliveries.
• Assisting with Events
• Assisting with Sample Sales

 

OWNERSHIP & REPORTING:

 

CUSTOMER SERVICE:

Managing and Resolving all Customer Service Enquiries.

 

CUSTOMER FEEDBACK

• Pass on any Fit, Quality or Product Comments to Creative Director and Merchandiser via Email
• Escalate Severe Customer Complaints to Managing Director 
• Flag all Continuous and Repetitive customer feedback to Managing Director

QUALITIES WE’RE LOOKING FOR:

• Excellent Communication Skills: Clear, concise, and friendly communication, both written and verbal
• Empathy and Patience: Understanding customer needs and handling issues with care and sensitivity
• Problem-Solving Abilities: Quick thinking to provide solutions and resolve issues
• Strong Work Ethic: Diligent, reliable, and committed to delivering the best service
• Team Player: Willingness to collaborate and support colleagues
• Attention to Detail: Ensuring accuracy in communication and transactions
• Positive Attitude: Maintaining a cheerful and optimistic demeanor, even under pressure
• Time Management: Efficiently managing time and prioritizing tasks to meet deadlines
• Tech-Savvy: Comfortable using various software and technology to assist customers

EXPERIENCE:

• Minimum 2 years experience in a similar position
• Experience with Shopify (preferred)
• Experience with Gorgias (preferred)

Start Date - Early September

Salary - £17,000-£20,000 depending on experience

Part time - 30 hours per week

To apply, please email emma-jane@charlottemills.com with your CV and a short personal statement.

Closing date: 12th August 2024.

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We are always looking for motivated and creative interns to join our team.

If you're currently studying at University in Manchester, or the surrounding areas and are looking for a placement opportunity please get in touch with your CV to emma-jane@charlottemills.com