Customer Service Lead

A rapidly growing, niche hair care brand, is looking for a Customer Service Lead with at least 4 years experience to join their team in London on a full-time, hybrid working basis.

The company is expanding from the UK to international markets with ambitious plans over the next few years. Their customers are critical to the success of the brand both B2B and B2C.

They 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.

The Customer Service Lead will be the primary contact for online queries, ensuring swift, effective responses to deliver outstanding customer service. You'll provide expert help and advice, manage order processes, work with 3PL warehouse partners to meet SLAs, and manage B2B customer service needs for retail and salon clients. In addition, you'll help launch live chat and customer consultations, offering insights to product development and marketing teams to shape the brand. Reporting to the Operations Manager, you'll collaborate with Sales and E-commerce to ensure an exceptional customer experience across all channels.

Key Responsibilities

B2C queries:

• Handle all upcoming queries on Freshdesk, provide advice on the 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.
• 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.
• Review internal processes and system (Freshdesk etc) and highlight consistent problems.

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.
• Managing customer queries, returns and requests of credit notes.
• Updating the internal B2B complaint log while keeping track of recurring issues and escalating them when necessary.
• Coordinate daily with the 3PL warehouses to uphold SLAs, addressing and escalating any issues that could impact order accuracy and timeliness to the operations manager.
• Be the primary user for Customer EDI systems within the business

Additional Responsibilities

• Research new systems and present to senior management that would make the more efficient
• Flexibility to adapt, take on new responsibilities and grow with the company
• Assisting at events, pop ups and trade shows

Required skills and experience

• Experience working directly with customers essential (preferably 4 years)
• Ability to multitask, prioritise and manage time effectively
• Positive mindset
• Willingness to learn and be flexible
• Strong communication skills, including excellent spelling and grammar
• Good computer literacy including knowledge of Word and Excel
• High attention to detail
• Problem solving
• Shopify and customer support software experience helpful but not essential
• Ability to remain professional and considerate with customers at all times, with a willingness to go the extra mile to help people
• A passion for curly hair desired

• Hybrid working (3 days in the office 2 days at home)

Sounds interesting? Click the APPLY button to send your CV for immediate consideration.

Candidates with previous experience or job titles including; Customer Support Manager, Client Services Lead, Customer Success Supervisor, Service Delivery Manager, Customer Care Supervisor, Customer Relations Lead, Client Experience Manager, Customer Engagement Coordinator, Customer Operations Lead, Customer Experience Supervisor may be considered for this role.

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