London, UK
Ecommerce content and customer service coordinator
at twentytwentyone
There is an opportunity for an ecommerce content and customer service coordinator to join twentytwentyone in London.
The ecommerce content and customer service coordinator is responsible for ensuring all processes from initial enquiry through to delivery/installation are fulfilled efficiently. The role also encompasses post-delivery customer support.
We are looking for individuals with a knowledge of design and the creative industries, who are able to offer an extremely high standard of customer service, are industrious and work well within a team.
We expect applicants to have excellent written and verbal communication skills, be extremely organised, be able to work to deadlines with a high level of accuracy, be able to problem-solve and have competent computer skills.
Candidates with relevant customer service or high-end retail experience preferred. Experience of working in furniture sales or administration an advantage. The position is full-time Monday to Friday, based at twentytwentyone’s head office and showroom in EC1.
Duties include
Sales and customer service:
- communicate with customers in a confident and friendly manner
- provide showroom reception support
- respond to customer emails in a timely and well-informed manner
- build rapport with customers to encourage repeat custom
- ensure all web orders are processed and progressed accurately and efficiently. Keep customers informed of progress
- manage and resolve any customer complaints in a calm and professional manner
- work closely with retail and warehouse to ensure stock for web orders is reserved and delivered as quickly and efficiently as possible
- manage click-and-collect orders making sure stock is available at correct location in a timely manner
- organise deliveries and installations, managing carefully to deliver high customer service and make follow up calls to understand if things went well
- ensure packing is up to standard to provide a good impression of twentytwentyone aesthetically and to limit issues with losses and damages in transit
- manage online wedding and gift list – ensuring gift orders are processed correctly and stock levels are checked for list items
- attend relevant training and staff meetings
Stock management:
- maintain and monitor stock levels for web products, work with web team, retail and warehouse to monitor out-of-stocks/new stock deliveries
- advise customers of any out of stock items – placing orders when required or suggesting alternatives
- amend lead-times/adjust availability on web when necessary
- manage customer collection process – checking whether items have been collected and liaising with customers when required
- assist with stock taking activities as required
Content and administration:
- ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts
- report any issues with pricing and sales support information/samples/materials
- administer information to the correct channels, report important or recurring issues
- provide a high level of communication regarding orders and enquiries between customer, suppliers and colleagues
- uploading new furniture, lighting, vintage and accessories ranges to online store
- writing informative and SEO friendly copy for online products and blog features
- sourcing and editing imagery for product ranges and blog features
- creating fabric, colour and finish pdf’s, online spec sheets and pricelists
- assist with up to date accuracy of entire online catalogue – responding to stock level information and new price lists
- updating contracts area of site
- updating homepage in line with new product launches/promotions
- assist with set up of online sale, offers and promotions
We offer excellent training and opportunities for development within the company. Staff discount and other benefits are included in the salary package. Remuneration according to experience.
Please apply with CV and covering letter stating current salary/salary expectations using the ‘apply’ link below.
Please note that we are only able to respond to candidates shortlisted for interview.