Consumer Service Co-ordinator

Location: Ravensthorpe

Talent-UK are recruiting on behalf of their client, a successful manufacturing business for a full time consumer ecommerce service coordinator, the role comes with a competitive salary DOE, and is based in Ravensthorpe.
Hours of work are 37.5hrs per week Full time, Mon-Thurs 8:30-17:00, Fri 8:30-15:45
As this is an ecommerce operation, weekend working is a requirement of the role this will be rota-based weekend support with a weekday off in lieu
This is a fast-paced, high-volume B2C ecommerce role and we are specifically looking for candidates who have worked within ecommerce or marketplace environments rather than general call centre backgrounds.

As consumer service co-ordinator, you are a frontline professional responsible for providing assistance, guidance, and support to customers.

Your primary role is to address customer inquiries, resolve issues, and ensure a positive and satisfying customer experience.

You will consistently put the customer at the heart of everything that you do.

You will be expected to play an active part in adding value at every stage of each process and interaction with internal stakeholders and customers/consumers throughout the order journey.

You will be expected to display a passion for exceeding the expectations of our
customers/consumers and contribute toward delivering ongoing improvements to enhance the customer/consumer experience and customer service department.

The key tasks, responsibilities and accountabilities for the post holder include:

• Manage B2C consumer queries via online platforms

• Keeping in contact with customers to inform them of the progress of their orders

• Issuing credits or replacement products where necessary

• Collaborate with team members to enhance service delivery and improve
customer satisfaction

• Liaising with the warehouse team to check stock availability and order progress

• Liaising with supply chain team to check item availability and lead times

• Working closely with the sales team, suppliers, manufacturers and of course customers.

• Respond to customer inquiries via email, social media and live chat in a timely and professional manner

• Provide information about products to help customers make informed decisions.

• Follow up with customers to ensure their needs are met and issues resolved.

• Follow up with consumers via the phone to support with query resolution

• Processing the relevant info through internal systems

Key experience required:
 
High-volume ecommerce or direct-to-consumer customer service
Experience handling queries across email, live chat and marketplace portals
Strong written communication skills
Confident resolving complaints, returns and refund queries end-to-end
Used to working cross-functionally with warehouse, logistics or supply chain teams    Desirable but highly advantageous:
 
Amazon Seller or Vendor Central exposure
Understanding of marketplace performance metrics and compliance
Experience working in environments where service levels directly impact commercial performance
Zendesk experience would be highly advantageous  We are looking for someone proactive, resilient and accountable who can take ownership of cases and operate with pace and accuracy. This is not a script-led call centre role.
  
This vacancy is advertised on behalf of Talent-UK Ltd who are operating as an employment agency/business, we are an equal opportunities employer, Your application will be sent to us for review, at which stage we will be in touch to discuss your details further. We will not submit your CV until you have been briefed on the position and we have your consent to do so.

INDM