Customer Service Specialist D2C in Harwell

To work closely with our Ecommerce Team, Finance, Product, and Warehousing and Logistics teams to support the delivery of a best-in-class customer service to our D2C consumers. This includes monitoring orders across multiple systems, responding to tickets, processing consumer and retailer warranties and managing queries in a timely and accurate manner via phone, email and other channels. This is within an agreed KPI framework.

Day to Day Responsibilities:

• Reply to pre-order questions about product specifications and availability via phone, email, and other channels.
• Process Consumer and Retailer Warranties as required and within timely manner.
• Provide guidance across the online ordering process when required.
• Address and resolve post-order queries or actions regarding payment, shipping, stock allocation, invoicing, and delivery.
• Process website returns and credits in a timely manner, ensuring customer satisfaction is achieved and process fluency is maintained at all stages.
• Utilise a variety of software programs to resolve return queries and returns issues at the warehouses.
• Work within KPI framework as defined by Team Leader.
• Perform daily fraud checks, highlighting any potentially fraudulent transactions and intervening when necessary.
• Perform daily order checks to ensure orders and returns from Salesforce and the Bleckmann Return Portal are processing correctly into the back-office systems and identify potential issues.
• Coordinate closely with the Area Managers, Ecommerce, finance and other teams across the business as needed.
• Support colleagues as and when required.
• Participate in all other duties and special projects as assigned.

About You:

• Passion for providing exceptional customer service.
• Proficiency in written and spoken English and preferably German.
• Positive and team-oriented attitude.
• Experience working under pressure in a high-volume environment while maintaining standards in productivity, quality, and service.
• Capacity to multi-task and shift focus as required, with an excellent sense of prioritisation and timekeeping.
• Organised, detail-oriented, and proactive, with an aptitude for process optimisation.
• Strong interpersonal skills and articulate in both verbal and written communication.
• Proficient user of IT systems, including MS Office.
• Working knowledge of SalesForce Service Cloud is an advantage.
• Ability to make sound decisions with a strong sense of urgency.
• Ability to establish and build strong communication with other departments and customers.
• Experience working with SAP is desirable.

Values:

• Innovation: Be bold and adventurous and try new things. Constantly challenge how you can create change for the better. Learn from the past and don’t let it limit you.
• Integrity: Do the right thing because it’s the right thing to do. Say what you mean and do what you say. Build trust through consistency, dependability and honesty.
• Quality: All work matters. Be proud of your work and strive to have it reflect your best and the best of Ariat.
• Respect: Communicate openly, directly and constructively. Recognise different perspectives and listen with an open mind. Be thoughtful in how you show up and interact with others.
• Teamwork: Create fun and joy and contribute to the Ariat family spirit. Focus on people’s strengths. Learn from others and share your own knowledge and experience. Ask for help when you need it and offer to help when others may need it.

Benefits:

• Private Medical Insurance
• Life Assurance
• Critical Illness Cover
• Employee Assistance Programme
• Health & Wellbeing Points Scheme
• Cycle to Work Scheme
• Company Bonus Scheme
• Employee Purchase Scheme
• Employee Referral Programme
• Birthday day off
• Holiday Purchase Scheme
• Bring your dog to work scheme
• Employee Volunteering policy
• Working from a different location policy
• Free onsite Parking including 2 electric charging points