Boucleme is a rapidly growing, niche hair care brand, expanding from the UK to international markets with ambitious plans over the next few years.
Our customers are critical to the success of the brand both B2B and B2C.
We are looking for an individual with a positive attitude and who is customer and solution focused in everything they do, and their energy and passion shines through in every online conversation they have.
As the first point of contact for all online queries, the customer care lead will ensure that all customer inquiries are managed promptly and effectively to deliver an excellent customer experience.
You'll provide expert help and advice, manage order processes, and work closely with our 3PL warehouse partners to meet SLAs.
Additionally, you will play a critical role in managing B2B customer service for retail and salon clients, adapting to their specific needs to maintain strong, positive relationships.
Role description D2C queries Handle all upcoming queries on Freshdesk, provide advice on our range of products and deal with any issues in a timely manner ensuring customer satisfaction Manage and prioritise all incoming inquiries, ensuring timely responses within agreed service level agreements.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Efficiently fix delivery issues, transaction problems and resolve customer issues to a high level of customer satisfaction.
Generate detailed reports on courier and warehouse issues, as well as customer returns, ensuring all logs are consistently updated Monitor performance of 3PLs and ensure they keep within their SLA.
Escalate persistent issues both internally and with 3PL directly Monitor and respond to customer reviews on Yotpo, implementing a proactive response strategy for reviews under three stars, and leveraging insights for continuous product and service improvement.
Share your valuable insight with the rest of the team regarding customer needs and feedback.
Review internal processes and system (Freshdesk etc) and highlight consistent problems.
Customer Insights and Communication Feedback B2B Order Management Ensure accurate and efficient processing of B2B orders, from order receipt through to proof of delivery, while building strong relationships with retail and distribution partners Daily check of Shopify, orders@ email and customer order systems for new orders: Process B2B orders from receipt to proof of delivery including: Confirming stock availability (including for other pending orders) Raising orders in Shopify Ensuring delivery slots booked where required Confirming scheduled delivery dates with 3PL Confirming delivery to the finance team by providing packing list and obtaining proof of delivery Resolving order issues with customer (non availability, bookings etc) Resolving post delivery issues with customers, raising cases and claims with 3PL - shortages, late delivery, penalties.
Maintaining 'Out of Stock' log by recording ordered products that cannot be fulfilled due to unavailability Managing customer queries, returns and request of credit notes Updating the internal B2B complaint log while keeping track on recurring issues and escalating them when necessary Coordinate daily with our 3PL warehouses to uphold SLAs, addressing and escalating any issues that could impact order accuracy and timeliness to operations manager Be the primary user for Customer EDI systems within the business Salary £25-30k (depending on experience)