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Customer Service and Fulfilment Coordinator

Employer
Irene Forte Skincare
Location
London, United Kingdom
Salary
Salary: upon request
Closing date
17 Apr 2024

View more

Function
Operations
Level
Coordinator / Executive
Contract Type
Permanent
Hours
Full Time

Job Details

POSITION OVERVIEW

 

This role includes, but is not limited to:

 

D2C & Customer Service

 

● Deliver outstanding customer service that sets us apart from our competitors

 

● Manage customer service email and D2C live chat, following customer service protocols

 

● Ensure all D2C orders are shipped on time and in full

 

● Manage any D2C order issues as and when they arise

 

● Regularly suggest improvements to service protocols

 

 

 

Wholesale Accounts

 

● Process account orders globally

 

● Ensure all orders are shipped to accounts on time and in full

 

● Accurately prepare invoices for account orders globally

 

● Ensure internal tracking system is kept up-to-date to monitor orders

 

● Raise credit notes and manage stock returns from stockists

 

 

Logistics & Supply Chain

 

● Work closely with 3PLs (UK, EU & US) to ensure a smooth operation

 

● Ensure 3PLs meet stockist shipping and labeling requirements to ensure no chargebacks

 

● Ensure 3PLs prepare all necessary documentation for deliveries

 

● Report and investigate shipping damages, and ensure we receive credit notes where

 

appropriate

 

 

Other

 

● Keep abreast of all areas of the Irene Forte Skincare business

 

● Keep abreast of newest trends and innovations in this industry

 

● Support the wider team in the effective running of Irene Forte Skincare

 

● Tackle challenging business-critical problems, develop creative solutions, and collaborate with partners and colleagues on execution

 

● Ensure business practises are as sustainable as possible

 

 

REQUIREMENTS

 

● Ability to work from London office (W8)

 

● Able to start Q1 of 2024 (latest early Q2)

 

● A passion for delivering first class customer service

 

● Strong problem-solver who isn’t afraid to work across team to find solutions for customers

 

● Good communication skills, both verbal and written

 

● Consistently and effectively performs in a timely manner to the standard expected

 

● Maintains high personal and professional standards

 

● Understands how own role contributes to achieving company goals

 

● Able to work flexible hours when required

 

 

IMPORTANT INFORMATION

 

● Salary: £25,000-£30,000 per annum, depending on experience

 

● Working hours: Monday to Friday, 9am to 5.30pm

 

● Office days: Tuesdays, Wednesdays and Thursdays; home-working: Mondays and Fridays (this may be subject to change)

 

 

BENEFITS

 

● Employee-focused work culture

 

● Team events

 

● Training/ courses relevant to role

 

● 70% discount on all Irene Forte products on the eCommerce platform, and box of welcome

 

products upon starting

 

 

HOW TO APPLY

 

● Send CV and cover letter to: info@ireneforteskincare.com

 

Company

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