Salary: Salary: Competitive, dependent on experience
We’re looking for a confident, friendly and genuinely people-focused person to join The Warehouse Group and become the voice of our brands.
You’ll be looking after customers across Skatewarehouse, Luma Eyewear, Lobster Eyewear and our Warehouse Group B2P accounts, helping people with everything from product advice and order questions to resolving problems and building long-term relationships with our trade customers.
This is not a scripted customer service role. We want someone who enjoys talking to people, understands how to make customers feel looked after, and has the confidence to recommend the right product or spot an opportunity to make an additional sale.
What you’ll be doing:
A big part of the role will be responding to customer emails and telephone calls across our different brands. You’ll answer questions, help customers choose the right products, deal with order or delivery issues and take ownership of problems through to resolution.
You’ll be expected to build a good understanding of our products so that you can confidently advise customers, recommend alternatives and upsell where it genuinely benefits the customer.
Customer satisfaction is extremely important to us, so you’ll also help us maintain excellent feedback, reviews and overall customer service standards.
Alongside our retail customers, you’ll look after relationships with our B2P and trade accounts. This will include contacting existing customers, checking in with them, discussing what they need and helping to generate repeat orders rather than simply waiting for orders to arrive.
We also have a small shop within our warehouse. It isn’t a busy high-street retail environment, but you may occasionally help customers who visit us in person, typically only a couple each week.
Who we’re looking for:
- More than anything, we’re looking for a people person.
- You’ll need to be comfortable speaking with a wide range of customers, from parents buying their child’s first skateboard to experienced skaters, eyewear customers and business owners placing trade orders.
- You should be someone who can quickly build rapport, communicate clearly and remain calm and helpful when something hasn’t gone to plan.
We’d love to hear from you if you:
- Are naturally friendly, confident and easy to talk to
- Enjoy helping people and solving problems
- Are comfortable speaking to customers on the phone as well as by email
- Have good written communication and attention to detail
- Are commercially minded and comfortable recommending or upselling products
- Have the confidence to call existing B2P customers and generate repeat business
- Take ownership of problems rather than passing them on
- Enjoy learning about products and becoming someone customers can rely on for advice
- Understand that great customer service can make the difference between a one-off customer and someone who comes back again and again
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