e-Commerce Customer Services Specialist

Overview

UK’s leading manufacturers of factory\-built kitchens and bedrooms, bespoke, made\-to\-measure doors accompanied with one of the largest ranges of matching accessories in the marketplace today. With 35 years of manufacturing expertise, the key to BA’s success story has been the blend of quality, sustainable materials and cutting\-edge design, complemented with a robust supply chain and an award\-winning customer service that underpins their manufacturing prowess.

Role Purpose

The opportunity has arisen for an E\-Commerce Customer Services Specialist to join the Marketing Team. The purpose of this role will be to grow the businesses online sales via the Kitchen Kit e\-commerce site, through the provision of customer service excellence, reporting to the Customer Engagement Team Leader.

Location

· The role is based at our Doncaster Site.

Hours of Work

· 40 hours per week, Monday to Friday

Monday\-Thursday, 8\.00am\-5\.00pm

Friday, 8\.00am\-2\.30pm

Key responsibilities and Accountabilities:

· Ensuring that all trade registrations are verified upon sign up.

· Working closely with The Customer Engagement Team Leader to support sales growth

· Nurturing key accounts and providing key point of contact going forward

· Managing e\-commerce customer queries on a day to day to basis to manage delivery dates, shortages, credits, damages, missing items and other after sales support.

· Replying to messages on WhatsApp in a timely manner.

· Managing Zen Desk tickets for Kitchen Kit e\-commerce

· Using VECTA on a daily basis to record relevant customer interactions.

· Welcoming and supporting customers at the Trade Counter once up and running.

· Liaising with Production and other internal departments to ensure that all orders are delivered in full and on time.

· Liaising with the Marketing Team for product updates on the website.

· Qualifying leads from the Design Query Submission Form on the e\-commerce site and signposting to Kitchen Builder Tool or Head of Design to avail of the Free Design Service

· Contacting first order and top customers to ensure we are driving sales and delivering on customer service excellence.

· Contacting trade customers re product launches and promotional offers.

· Promoting our Trade Mates and Customer Loyalty Programme to grow sales.

· Contacting Trade Customers about promotional offers.

· Working closely with the Customer Engagement Manager to identify new leads and drive trade account registrations and new business

· Monitor competitor activity around any promotional offers, new products, services offer etc

· Create weekly reports on sales.

Essential Criteria

• 3\+ years of delivering exceptional customer service in a customer facing role or sales support role (preferably B2B).


• Strong communication and interpersonal skills.


• Proficient with Internal Company Systems and Microsoft Office.


• Highly organized and able to manage multiple projects and tasks efficiently.

• Experience in a manufacturing business, knowledge of trade customers experience in kitchen industry

Pay: £27,000\.00\-£29,000\.00 per year

Benefits:

• Company events


• Company pension


• Employee discount


• Free parking


• Health \& wellbeing programme


• On\-site parking


• Referral programme

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