Job Description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Selling our products online and to our network of retailers and distributors, the Customer Service team are responsible for ensuring a smooth customer journey from when an order is raised to the point of preparation at the warehouse as well as post-delivery care. The Customer Services role is a pivotal role providing day-to-day support to our UK & EU stock lists, agents and sales teams and working alongside our logistics and operations team. Developing and maintain key relationships with our customers, ensure orders are processed and enquiries are handled in a timely and efficient manner always with the Jellycat tone.

You'll be;

• Answering and processing incoming customer requests via phone and email in line with Jellycat’s processes and internal KPIs.
• Processing and managing customer’s orders.
• Making outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution.
• Ensuring a proactive, flexible and positive approach at all times when handling customer requests.
• Sending weekly and monthly sales and backorder reports to Regional Sales Managers.
• Discussing backorders and soft up-selling to help maximise sales opportunities.
• Managing any outstanding orders.
• Liaising with other departments to ensure fast and effective order processing.
• Liaising with the logistics team regarding post-delivery queries.
• Proactively developing relationships with new and existing customers always ensuring high level of customer retention.
• Supporting product launches where necessary.
• Supporting and representing company at tradeshows where necessary.
• Supporting sales teams and agents where required.
• Ensuring customer information is updated and maintained on internal systems.

You'll have;

• Minimum 2 years experience in a customer facing role, ideally B2B
• Experience in working for a luxury brand is desirable but not essential
• Clear communicator (both spoken and written)
• Proven experience in maintaining a high level of customer service and relationship building
• Passionate about helping customer service in line of Jellycat brand values
• Able to build good relationships at all levels with a positive and flexible approach
• Able to solve problems, have initiative, and open to continuous improvement and learning
• Must be positive, resilient, and adaptable to change
• Good working knowledge of Microsoft Office (Excel, Word and Outlook)
• Excellent attention to detail and ability to work accurately
• Highly organised with an ability to manage multiple priorities under pressure
• Generating and interpretation of reports.
• Critical thinking
• German Speaking
• Experience using D365, Zendesk or similar customer service systems