Customer Service and E Commerce Advisor
Summary of Main purpose of the job: Consumer support, organise the efficient operation within the Customer Services / E Commerce department ensuring that procedures are operating standards are adhered to
Working in Conjunction with: QA Team, Saels Team, Marketing Department and QA Manager
Main Duties And Responsibilities:
Customer Services
- Ensure all emails and calls are logged into the system and the systems (Customer Service NOP Access and NAV) are updated
- Maintain adequate customer service support and ensure all complaints/queries are dealt with in a timely and consistent manner.
- Ensure all despatches to customers (business and public) are dealt with quickly; efficiently and at least cost.
- Ensure customers files are organised
- Analyse customer service calls and letters on a weekly and monthly basis
- Control the stock of all samples and spare parts and maintain records.
- Ensure all subordinates are full trained and understand what is expected of them at all times.
- In collaboration with the QA Manager, coordinate any product recalls and maintain knowledge of PAS7100
- Ensure all standard operating procedures are followed at all times
- Provide monthly reports for Directors/Management meeting
- Ensure FAQ's on website are kept up to date
- Collate recall data
- Act as second contact for Oldham Trading Standards
- Maintain up to date knowledge of consumer rights legislation as well as toy safety and distance selling regulations
E-Commerce:
- Respond to and process internet orders, customer enquiries and issue daily stats
- Manage stock control
- Work with graphic department on digital image coordination and record keeping
- Upload product "How to" films to website and despatch info to consumers
- Carry out affiliate's payment authorization
- Process refunds (World pay and Paypal)
- Ensure knowledge of Consumer Protection (Distance Selling) Regulations is up to date as well as the data protection of consumers
- Produce working instructions and keep updated
Knowledge and Skills required:
- Good Organisation Skills
- IT (Excel, Word, Access & Product Database)
- Good telephone manner & written communication skills
- Up to date knowledge of Toy Safety & Consumer Rights Legislation
- Understanding of The Consumer Protection (Distance Selling) Regulations
- Salary monthly £22-23k
- Full time flexible working Auto enrolment into a pension
- Overtime as required Private medical
- Life assurance Company sick pay
- 22 days holiday Bonus
- Staff purchases Free parking
