Customer Service & Operations Associate

Job type: Freelance, part-time (12 hours per week)

Location: Remote

Job Structure: We are looking for someone who can be available ideally at the beginning and the end of the day for two days a week

About the brand:

Founded by fashion journalist and broadcaster Louise Roe, Sharland England creates beautiful, hand-crafted rattan furniture, ceramics, linens and glassware. Louise designs Sharland England’s collection with a nostalgic nod to a bygone, charming era of entertaining.

Every item is handcrafted by experienced artisans around the world, from Italy and Portugal, to India, Java and Colombia. Named after her great-grandmother, who lived in Buenos Aires and was the consummate hostess, Sharland England blends informality with elegance, making home feel curated, layered, and warm. www.Sharland-England.com

How will you make an impact?

As Customer Service & Operations Associate, you will be the first point of contact for our customers looking for help placing or tracking their orders, styling their items, or opening a trade account with us. You will also work closely with representatives from our dropshipper partners to ensure customer satisfaction across all channels. We are looking for a team member who will uphold the values of the brand in their interactions with customers, and who can drive value for the business through forging relationships with key customers & long-term partners.

The role:

Customer Service

• You’ll be the first point of contact for retail and trade customer order queries, offering support via email and occasionally phone.
• You’ll be the day-to-day contact for our dropshipper partners for any issues relating to their orders or customers.
• You’ll take care of VIP customers, looking for ways we can go above and beyond in our service.
• You’ll represent the brand, aiming to grow brand love through your interactions with customers (both retail and trade).
• We’re always improving – you’ll help us identify ways to be more effective and provide better service.

Operations

• Work closely with our warehouse to ensure all orders are shipped in a timely manner.
• Carry out backend order management, plus some order inputting as needed.
• Process customer returns in Shopify.
• Support in troubleshooting operational issues relating to shipping/carriers, and other related matters.

Skills and values we are looking for:

• Excellent communication skills, both written and verbal.
• Customer service experience is helpful, but we are open to candidates who have worked in other careers with transferable skills.
• Proficiency with online platforms generally – CMS experience is desirable.
• Experience of using customer service management systems such as Gorgias or Zendesk are preferable but not essential.
• Confidence in basic Excel work is preferable.
• Self-motivated with a positive attitude and the ability to work independently.
• A passion for interiors and an interest in the homeware industry.
• As a small brand, we are nimble and growing; it’s an exciting time to join the team and grow with us.

This role is remote. (Occasionally, we may hold team days in central London.)

• Enjoy a staff discount on products.
• Be part of a small team that works closely together and places importance on having a kind, collaborative, and constructive working environment.
• Salary dependent on role fit & experience.