Customer Service Co-ordinator
DeMellier is a fast-growing award-winning designer fashion brand based in London. DeMellier has been awarded twice by the British Luxury Association WALPOLE, recognising its commitment to innovation, craftsmanship and the highest standards of quality.
Its handbags have become a favourite among women all over the world, including celebrities such as Beyonce, Irina Shayk, Emily Blunt, and January Jones among others. In addition to its direct-to consumer business, DeMellier is stocked in leading department stores such as Net-a-Porter, Saks Fifth Avenue, Le Bon Marche and Neiman Marcus among others.
Beyond creating beautiful products, DeMellier's mission is to be a force of positive influence in the fashion industry. Creating products by women for women, made with integrity while giving back to those less fortunate. For every item sold DeMellier funds vaccines and medical treatments aimed to save the life of a child in need.
We're seeking a dedicated and organised Customer Service Coordinator to join our team based in South West London. As a key member of our Customer Service team, you will play a pivotal role in maintaining our excellent reputation by providing exceptional customer service.
What you'll be doing:
- Deliver exceptional customer service through various channels.
- Demonstrate outstanding interpersonal and communication skills, maintaining a professional telephone manner, and ensuring accurate written correspondence.
- Effectively utilise various systems including Warehouse Portals with confidence and proficiency.
- Respond to customer inquiries professionally, adhering to daily service level agreements (SLA's), and keeping customers well-informed about updates regarding their inquiries or orders.
- Handle courier related issues by overseeing the tracking process of orders.
- Additionally, proactively monitor and address daily courier exceptions to ensure timely customer updates.
- Handle repair-related calls and emails, ensuring timely and professional responses.
- Utilise advanced product knowledge to provide accurate information for warranty claims and process returns efficiently.
- Coordinate with manufacturers for repairs or credits and conduct product repairs, testing, or part replacements to restore products to a resalable condition.
- Organise and document repairs to external repair partners,
- Previous experience in a similar role.
- Excellent organizational planning skills.
- Independent and structured way of working.
- Good communication skills, able to effectively share information with the team and outside channels in a clear & concise way.
- Strong attention to detail.
- Demonstrated ability to operate at pace with flexibility, initiative and solution orientated.
- Ability to work well under pressure, and meet critical deadlines.
- The ability to take initiative and to prioritize work tasks.
- Positive attitude & team player.
- Strong IT skills. Knowledge of Gorgias and Shopify would be a plus.
- Hybrid-working policy offering flexible hours
- Annual Leave package with additional LOS days based on time with the company
- Enhanced company maternity policy
- Time given yearly to volunteer for a charity of your choice
- Discounted Travelcard/season ticket loan with us.
- Employee Discount:
- 50% off Stock
- Up to 90% off Seasonal Sample Sales
About us:
Beyond creating beautiful products, DeMellier's mission is to be a force of positive influence in the fashion industry. Creating products by women for women, made with integrity while giving back to those less fortunate. For every item sold DeMellier funds vaccines and medical treatments aimed to save the life of a child in need.
We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.