This is an exciting role within the ScotlandShop team with lots of opportunity to bring your own ideas and passion for high levels of service, contributing to our ambitious plans for international growth.
Based at our HQ in Duns within the Sales & Customer Service team, and working in partnership with our Edinburgh and US stores, a successful Customer Service Executive will work with our existing international customer base to deliver the highest levels of service, increasing sales and average order values and offering high quality advice and information on our products and service.
Roles & Responsibilities Working as part of the Sales & Customer Service team, you will: Deliver top notch customer service by phone, email, livechat and face to face Carry out customer appointments via video call and in person Record customer information within our CRM systems Build relationships with VIP customers to maximise sales and drive product development Process orders and add value to sales/increase average order values Deal with customer queries and complaints (read our reviews - we don't get many!)
Work closely with the Marketing Team to share information on customers and their website requests, ensuring content is accurate and helpful Customers: Working across our international customer base you will learn lots about our customers, clans, tartans and products.
You will learn to use our Hubspot CRM database, developing a knowledge of our products and services to allow you to answer customer enquiries effectively, maximising sales and offering the high quality, personal customer journey we are renowned for.
Understand the brand values and communicate these in everything you do.
Gather information and build rapport with key customers to ensure we maximise sales.
Sales & Order Processing: Process orders and payments on behalf of customers across all channels, make adjustments to existing orders and working with the Stock & Dispatch departments to expedite orders.
Work with Shop and events staff to support customer appointments, online and in person.
Reports & Management: Work with Operations Manager & Stock team to run reports and ensure customers are receiving better than anticipated levels of service and delivery, deal with any issues, delays etc.
Communicate with these customers to maintain high levels of customer service and maximise add on and repeat sales.
Business Development: Contribute ideas to make our business better.
Application Process: Please submit your CV along with a covering letter telling us why you would be a great fit for ScotlandShop to ****** Job Types: Full-time, Permanent Salary: Negotiable based on experience from £ 23,795 per year Benefits: Employee discount On-site parking Store discount Expected start date: Immediate or as soon as possible