Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.

Selling our products online and to our network of retailers and distributors, the Customer Service team are responsible for ensuring a smooth customer journey from when an order is raised to the point of preparation at the warehouse as well as post-delivery care. The Customer Services role is a pivotal role providing day-to-day support to our UK & EU stock lists, agents and sales teams and working alongside our logistics and operations team. Developing and maintaining key relationships with our customers, ensuring orders are processed and enquiries are handled in a timely and efficient manner always with the Jellycat tone.

You'll be;

• Answering and processing incoming customer requests via phone and email in line with Jellycat’s processes and internal KPIs
• Processing and managing customer’s orders
• Making outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution
• Proactive, flexible and have a positive approach at all times when handling customer requests
• Sending weekly and monthly sales and backorder reports to agents
• Discussing backorders and soft up-selling to help maximise sales opportunities
• Managing any outstanding orders and supporting the sales team and agents where required
• Liaising with other departments to ensure fast and effective order processing
• Liaising with the logistics team regarding post-delivery queries
• Proactively developing relationships with new and existing customers always ensuring high level of customer retention
• Supporting product launches and representing the company at tradeshows where necessary
• Ensuring customer information is updated and maintained on internal systems

You'll have;

• Two years experience in a customer facing role (B2B experience will be useful)
• Experience in working for a luxury brand is desirable but not essential
• Clear communication skills in both English and German (both spoken and written)
• Proven experience in maintaining a high level of customer service and relationship building
• A passion for helping customer service in line with Jellycat brand values
• The ability to build good relationships at all levels with a positive and flexible approach
• The ability to solve problems, show initiative, and be open to continuous improvement and learning.
• A positive attitude, resilience, and be adaptable to change
• Good working knowledge of Microsoft Office (Excel, Word and Outlook)
• Excellent attention to detail and ability to work accurately
• The ability to be highly organised and will be able to manage multiple priorities under pressure