Customer Service Executive
PINCH is one of the UK’s most prestigious, creative and successful furniture brands, created by Russell Pinch and Oona Bannon. Since 2004 we have been designing and distributing our award winning, contemporary furniture and lighting to a global audience.
We are a company with an uncompromising idea of what makes a perfect piece of furniture and our customers rely on us to deliver impeccable products and professional service. We are looking for a quality literate, detail oriented, energetic individual, who will take pride in providing excellent service to our clients, as well as delivering products that delight and exceed customer expectations. Our ambition for our business is that our reputation is based on happy, human and helpful service as much as our award-winning designs and quality of making.
This role is critical to delivering a positive and informed customer experience and will require a close working and collaborative relationship with many members of our team, so that our customers receive information on, and their goods, in a fast, friendly, considerate and commercially efficient way. This role is perfect for a highly organised individual who will manage sales documentation for stocked and made to order goods, tracking of their status, through to arranging their fulfilment and delivery to our end clients worldwide. Some of our fulfilment will be straight forward; stocked, boxed goods moving from our warehouse to a 3rd party delivery company. In other scenarios this role will work with our logistics coordinator to deliver more logistically complex customer installs, e.g. large scale install, requiring multi supplier, product type and lead time coordination. As a key player in the sales team, the ideal candidate will also have an interest and ability to triage customer queries, before and after sale, to convey the intent and passion in our design, making, brand and products, and commitment to looking after our customers well.
Customer Service Exec key tasks:
Manage customer enquiries through to conversion, working in store and via our CRM to respond to initial enquiries, raising quotes, converting to sales orders, managing payments, arranging allocation and convenient final delivery.
Support team with more logistically complex install and deliveries.
Keep the customer in the loop regarding any delays/ accurate completion.
Manage allocation and system stock movement with an eye on priority and scheduling.
Ensure effective internal communication and accurate system record management.
Ensure sold stock is dispatched within a 3 day period from payment received.
Anticipate and flag stock level issues to purchasing in good time where stock goods have been sold.
Liaise on live order lead times and keep SO info updated.
Approach organisation in a commercially minded manner, grouping deliveries/collections where viable.
Order and manage stock of any crates required.
Maintain a strong awareness of stock control and movement.
Ensure shipping costs come within budget/ flag/update sales records accordingly.
Liaise with external companies regarding packaging and shipping, organising deliveries and installations for local and international clients.
Manage dispatch notes/packing slips.
Liaise with warehouse on stock outgoing activities.
Update sales status to ‘completed’ in the system once delivery notes are in/ chase delivery notes.
Work with Ops team to flag repeat issues with warehouse fulfilment to improve service if needed.
Receive, respond and triage customer/product issues in a timely and efficient manner, escalating to management as necessary.
Share Saturday shop cover rota – assume 2 Saturdays worked per month (Monday granted in lieu).
Ecommerce Management:
Daily check on e-comms orders
Double check on details coming through to inventory system/ auto sales record
Managing stock allocation/ dispatch notes/ delivery and fulfilment
Book courier collections
Managing any courier delay issues
Manage any courier claims.
Manage returns
Key skills:
Detail oriented and highly motivated
Quality and luxury literate, interested in design and things done well
Ability to manage a busy workload, working to tight deadlines
Numerically strong
Comfortable using Inventory and Retail Management Systems and CRM
Understand principles of profitability and warehousing efficiencies
Exposure to furniture production/retail a strong benefit
Understand of production flow a strong benefit
Excellent verbal and written communication skills
Socially warm and confident, with a desire to be helpful
Fluent in English, both spoken and written
Enthusiastic, bright and willing to get hands dirty
Apple Mac and Microsoft office proficient
Location:
Based between the PINCH Studio (Clapham North Art Centre, 26-32 Voltaire Road, London, SW4 6DH) and PINCH shop: 200 Ebury Street, London, SW1W 8UN.
Line Manager: Sales Manager
Hours:
Monday to Fri 9am – 6pm with rotated Saturday cover at the Shop 10 - 5pm.
Training:
Inventory & Sales System training
Shopify training
CRM training
Product and workshop training
Google suite training
Benefits:
As well as a competitive salary, additional benefits include:
Annual discretionary bonus according to company and individual performance against targets
Stakeholder pension
20 days holiday + bank holidays
Christmas closure (confirmed each year which offers extra 3 days holiday in between)
5 years in service loyalty holiday bonus
Post probation pink tickets (time off) and working day birthday day off
General benefits including eye test/bike loan/shared gallery membership/ team rewards
Studio dog love from Joni
To apply for this role please send your CV and cover letter to [email protected] explaining why you would be a great addition to our team.
