At a Glance
- Tasks: Deliver exceptional customer service and manage orders for UK and EU markets.
- Company: Join Superfeet, a passionate team dedicated to enhancing movement and comfort.
- Benefits: Enjoy competitive salary, holiday pay, medical insurance, and free Superfeet insoles.
- Other info: Dynamic remote role with opportunities for growth and collaboration.
- Why this job: Make a real impact in customer satisfaction while working remotely.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 28000 - 30000 £ per year.
This is a United Kingdom based remote job. See here for the UK Indeed Post: Customer Care Representative - Remote - Indeed. com
At Superfeet, we’re Designed for movement. Built to change lives.
Why Join Us?
At Superfeet, we're passionate about helping people move more comfortably and perform at their best.
You'll join a collaborative and supportive team where your contributions directly impact customer satisfaction and business success across our UK and European markets.
We are committed to creating an inclusive workplace where everyone feels valued, supported, and empowered to grow.
About the Role
We are looking for a proactive and customer-focused
Customer Care Representative to support our UK and European business.
In this role, you will act as a key point of contact for consumers, retailers, distributors, and internal teams, delivering outstanding customer service while ensuring the smooth processing of orders across the UK and EU markets.
This is an exciting opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and has experience managing customer enquiries, order fulfilment, and international shipping requirements.
This is a remote, UK-based position.
What You'll Do
- Customer Service & Customer Experience
- Deliver exceptional customer service across phone, email, and digital channels.
- Respond to customer enquiries efficiently and professionally.
- Provide product information, recommendations, and order updates.
- Resolve customer issues and order discrepancies to ensure a positive customer experience.
- Meet or exceed service performance metrics, including response times, case resolution, customer satisfaction, and quality standards.
- Participate in ongoing product and systems training.
- Order Management & Logistics Support
- Manage customer cases and orders through Microsoft Dynamics 365 CRM.
- Process and monitor UK and EU orders, including drop-ship and international shipments.
- Ensure VAT, customs, duties, and shipping documentation are completed accurately and in compliance with regulations.
- Apply and communicate Incoterms (including EXW, FCA, DAP, and DDP) when processing orders and shipments.
- Monitor order holds, stock availability, and future orders, coordinating with Procurement and Operations teams as required.
- Troubleshoot shipment issues with third-party logistics providers (3PLs) and warehouse partners.
- Prepare commercial invoices, customs documentation, pro forma invoices, and related shipping paperwork.
- Process returns, warranties, credit memos, and return authorisations.
- Sales & Account Support
- Provide operational support for sales initiatives and key customer accounts including PGA and POP orders.
- Assist with new account setup, account reactivations, and distributor enquiries.
- Maintain accurate customer and account records.
- Support compliance with GDPR and applicable UK/EU trade requirements.
- Continuous Improvement
- Support reporting and analysis of UK and EU customer trends and order activity.
- Identify recurring customer issues and provide feedback to internal teams to improve processes and customer experience.
- Assist with testing new procedures, systems, and website functionality.
- Create and maintain customer self-service resources, FAQs, and knowledge base content.
- Collaborate closely with Sales, Finance, Logistics, Procurement, IT, Marketing, and Product teams on process improvements and special projects.
What We're Looking For
- Required Skills & Experience
- Previous experience in a customer service, customer care, sales support, or order management role.
- Strong verbal and written communication skills.
- Excellent attention to detail and organisational skills.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Proficiency with Microsoft Office, including Outlook, Excel, and Word.
- Experience using CRM systems, ideally Microsoft Dynamics 365.
- Knowledge of international order processing and shipping (drop-ship) documentation.
- Understanding of VAT, customs requirements, duties, and import/export processes.
- Familiarity with Incoterms and international trade practices.
- Strong problem-solving skills and a customer-first mindset.
- Preferred Qualifications
- 2+ years of customer service experience.
- Ability to travel internationally for training and trade shows.
- Experience working with retail, sporting goods, consumer products, or specialty retail customers.
- Previous experience supporting UK and/or European markets.
- Experience with omnichannel customer support platforms including phone, email, chat, and social media.
- Exposure to automation tools, chatbots, or customer self-service platforms.
- Personal Attributes
- Customer-focused and solution-oriented.
- Detail-oriented with a commitment to accuracy.
- Adaptable and resilient in a changing environment.
- Collaborative team player with strong cross-cultural awareness.
- Able to build positive working relationships across departments and external partners.
Superfeet Worldwide has the right to revise duties and responsibilities, without prior notice, in order to meet the needs of the company.
Salary
Location
Remote – UK (Option to work in office at our Colchester location if desired)
Normal Work Hours
- 9 am to 5 pm GMT
- Holiday pay
- company paid sick pay
- volunteer hours
- company pension contributions
- medical insurance coverage
- free Superfeet insoles
- Equal Opportunities
Superfeet is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
All qualified applicants will receive consideration for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, marital status, or age.
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UK Customer Care Representative in Colchester employer: Superfeet Worldwide, Inc.
Superfeet Worldwide, Inc. is an excellent employer that values proactive communication and teamwork, offering a supportive remote work environment for its Customer Care Specialists. With a focus on employee growth and development, the company provides opportunities to enhance skills in customer service and logistics while fostering a culture of collaboration across various departments. Working from the UK, employees enjoy the flexibility of remote work alongside the chance to contribute to a global brand dedicated to delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land UK Customer Care Representative in Colchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Superfeet Worldwide, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Superfeet Worldwide, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace UK Customer Care Representative in Colchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Superfeet Worldwide, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Superfeet Worldwide, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Superfeet Worldwide, Inc.!
How to prepare for a job interview at Superfeet Worldwide, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
