The role of Sales Support and Customer Care Executive is a high-touch relationship-based role, essential to the smooth running and growth of Richard Brendon.
Sitting between the Operations and Sales teams you will be responsible for ensuring customers have the best possible experience, receiving accurate information, quickly and in a friendly manor.
This is both a customer-facing role and an internal cross-functional support role. You will be the first point of call for all Direct-to Consumer customer enquiries and orders; and the support function to our Wholesale Channel sales managers, ensuring smooth delivery and information flow to accounts.
You will work within a team of two, supporting our Retail and Hospitality Sales Managers and eCommerce business; interface daily with our operations, warehouse and finance teams; and report into our Commercial Director.
YOUR KEY AREAS OF RESPONSIBILITY WILL BE:
You will be the first point of call for all email and telephone enquiries through our direct-to-consumer ecommerce channel.
B2B Sales channel support
– supporting our Retail and Hospitality channel managers in serving our key accounts. Including, but not limited to:
- Advising on inventory status and order fulfilment timeframes
- Managing outbound shipment planning with the Operations and Manufacturing teams.
- Updating customers with logistics and order fulfilment information.
- Maintaining customer account records in our systems
- Outreach to existing accounts for sales uplifts and suggestive selling
Wholesale Assortment and Listing support
- Supporting the Retail Sales Manager with providing and updating line sheets, imagery and online assortment reviews and adjustments planning
Issue Tracking and Reporting
of processes and complaint trends; including taking ownership internally to implement change and resolutions, where applicable. [Predominantly D2C]
- Own the relationship with outbound shipping carriers (non-palette) ensuring timely and transparent billing; adequate service levels; available documentation
- Review and make recommendations for the commercial structure of our customer shipping charges.
COMPETENCIES & EXPERIENCE
- 2+ year of customer service experience
- Outstanding communication, friendly outlook and interpersonal abilities.
- Highly organised, adaptable, good at multi-tasking and have a meticulous attention to detail
- Resilient
- Solutions-focused mindset, able to identify barriers to success and present alternative ways of working
- Analytical and curious to explore better ways of working and implementing improvement processes
- A passion for customer experience and appreciation for its core role in a business
- Understanding of and appreciation of the interiors, tabletop and hospitality industries
- Competency in Microsoft Excel and sales systems such as Shopify, Cin7, SAP. (Preferred, can be taught if the mindset and comfort for adopting and learning new systems is there)
WHY WORK FOR RB?
- Autonomy and empowerment in a fast-paced entrepreneurial environment where you will see your actions growing and developing the business.
- Close working relationship with senior leadership and all business areas
- Amazing customers; you will personally work with many of the best brands, hotels and restaurants in the world.
- Flexible, relaxed working. We commit to 3 days in the office; but with flex for life, business travel etc.
- 70% discount on all Richard Brendon products and 30% discount for Friends and Family.
- 25 holiday days per year plus Bank Holidays and Summer hours.
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