Ecommerce Customer Service Executive (3 month FTC)

Lindt & Sprungli (UK) Ltd
Ecommerce Customer Service Executive (Seasonal FTC) A little bit about Lindt We are a premium chocolate manufacturer established in 1845 operating in over 86 countries around the World. Guided by our Global purpose to Enchant the World with Chocolate and UK vision of Creating Moments to Make Everyone Feel Special, we have around 400 team members in the UK across our Head Office, Retail, and Field Sales divisions. We are a Top 20 Great Place to Work and are proud of our incredible people, our unique values-led culture and our iconic market leading brands such as LINDOR & GOLD BUNNY. We re also proud of being one of the few bean-to-bar chocolate makers in the world, where we control every step of our chocolate production. How you could help us to Enchant the World with Chocolate We have an exciting opportunity where you could be a part of our incredible team. In this role you will be the primary point of contact for all customers and provide an outstanding Order and Sales Support. We are looking for someone who is technically minded, problem solver and always put customers at the heart of what he/she does. Key Responsibilities include: Deploy a strategy to deliver the Best-in-Class service by developing tools and systems to enhance the customer experience with e-shop and Corporate Gifting, improve communication flow and solve challenges in the quickest, simplest, easiest way possible Implement processes to significantly and sustainably reduce the intensity and high volume of enquiries submitted during peak time Prioritize and process customers enquiries, via email, phone, or any other communication method to provide our customers with the best brand experience possible Engage with customers in a friendly and professional manner while actively listening to their concerns. Provide support for online registration, product queries, order, and delivery updates, placing orders, delays, and changes in delivery Investigate and resolve customer complaints patiently and in a timely and organized manner. Escalate process (if necessary) Maintain thorough and accurate customer service records Check product availability for customer. Order or restock items if necessary, to satisfy customers Assist financial department with customers on accounting enquiries or flagged accounting issues raised by the customer Liaise with the 3PLs Warehouse/Shipping department (DHL) to conduct investigation related to Short shipments, Delivery updates, cancellation/amendment of orders Lead monthly meetings with Logistics team to ensure that issues are fed back and resolved Work as part of the Ecommerce Sales team to drive positive company sales results, eliminate pain points for the customer and improve processes. Support the Corporate Gifting Sales team Champion the needs of the customer across the business. With Key stakeholders, evaluate customer feedbacks and drive continuous improvement and consistency across shopping, service and delivery experiences Recommend, initiate and manage projects to surprise, delight customers and improve efficiencies within the current way of working Provide assistance and cover for the Customer Service Team when needed. Ad-hoc activities – Any other tasks as requestedYou will work with: Customer Service and Logistics Manager Customer Service Executives Customers Inventory Managers Third Party Logistics (UK Warehouse) Sales Planning & Production teams Finance ITWhat experience you ll bring A genuine passion for Customer service Strong telephone skills (active listening) Experience with CRM systems, Proficient use of IT systems Experience with Magento and SAP is desirable Ability to input details onto computer systems efficiently Team Player: Ability to work effectively in a group to develop productive working relationships Needs to have excellent attention to detail Communication: Strong verbal and written skills Networking: Ability to converse with a diverse range of people at all levels and build relationships and network easily, both internally and externally Ability to prioritize tasks and ensure delivery of results within tight deadlines Ability to be pro-active, use initiative and work independently or as part of a team Excellence: High level of finesse and excellence required in delivery of all tasksThere will also be some ad-hoc jobs within the office as we continue to grow, so we are looking for people with some flexibility too. Being yourself every day We want everyone at Lindt feel safe to be themselves, ensuring they are empowered, represented, celebrated and included in our workplace. You ll notice this throughout the recruitment process; in our dress for your day policy and through our proactive DE&I strategy. Living our values everyday At Lindt UK, our values guide us in everything we do. Being Passionately Lindt, Always Evolving, Building Real Relationships, Acting Responsibly and Making An Impact are an integral part of life here at Lindt. Where you ll be based This role is based in Feltham, London (60% of time in the office) You may be required to work weekends during the seasonal period (Christmas)