Hours: 40 hours per week, Monday to Friday 8.30am-4:30pm with a half hour lunch

Contract: Permanent

Salary: £21,000 - £23,000 per annum depending on experience

Location: Sutton Coldfield B73 5TE

Our client, SpecialKids, offer a range of adaptive clothing and accessories designed for children with special needs. They are passionate about creating sensory clothing and accessories to enhance children’s social skills by addressing their unique needs without sacrificing style or self-expression.

SpecialKids are looking for a Customer Service Representative to strive to deliver, maintain and build customer relationships and to ensure that our customers receive excellent customer service in line with our company ethos and vision.

Key duties and responsibilities of Customer Service Representative: 

• Deliver excellent customer services to customers and retailers via various communication channels
• Proactively manage and resolve customer enquires through various platforms (i.e. phone, email, social media and face to face) following internal policies and procedures
• Understand and provide excellent product knowledge of the full product range available to customers and offer tailored alternatives based upon the individual customer needs
• Drive continuous improvement and growth opportunities for the business and increase sales and revenue through product recommendation and guidance
• Respond to customer complaints in line with our SLAs, escalating to management when required
• Maintain and update system data onto all relevant systems
• Provide monthly reports including information on KPIs which include (but not limited to:) returns, refunds, exchanges, claims, mis-deliveries and overall resolution times
• Support the Social Media, Digital Content and Marketing Officer(s) in preparing the inventory and marketing media for trade shows
• Attend trade shows to support customer relations and queries
• Maintain a handbook summary of products available
• Report product faults and liaise with suppliers to ensure prompt resolutions
• Liaise with shipping providers regarding delayed or lost parcels on behalf of customers
• Liaise with the marketing department with product recommendations on expanding the product range
• Other tasks in support of the marketing team as directed/requested

Person specification:

• Experience in a similar role
• Online retail experience and multiple sales channels

• Experience using systems such as Customer Relationship Manager (CRM), Inventory Management System / Inventory Planner, Clickup and Microsoft applications as well as various sales channels

• Good numeracy skills
• Strong communication skills, written and verbal
• Supervisory and organisational skills
• Good time management and attention to detail
• Ability to work within a team and with minimal supervision
• Ability to travel
• Ability to work additional hours and weekends (where necessary)

What SpecialKids.Company offers in return:

• No strict dress code
• Free onsite parking
• Free training and support
• Holiday entitlement – 28 days including bank holidays

If this sounds like your next opportunity, apply today with your CV and a covering letter.