Digital Customer Service Coordinator - 4 Month FTC

at  FitFlop

At FitFlop, we are proudly different from typical footwear brands. We are scientists and we are engineers, with a passion for creating beautiful, smart products that help our wearers feel energised every day.
We continually set ourselves apart from the pack, bringing our scientific expertise to life through anatomically designed footwear that is made to move in. We study human movement; exploring each dynamic element of our anatomy to develop smart technology that ensures perfect balance and enduring comfort.
Something simply ‘practical’ is not enough for us – we go far beyond that – creating intelligent, desirable and sophisticated footwear that works with the body, not against it. And in our quest to deliver uncompromising comfort in every step, we know there’s always more to learn – so that we can keep pushing forward how our footwear helps your energy flow. Just ask our community of wearers, spanning motivations and generations, women and men who live intentionally – always looking for ways to help optimise their every-day.
Job Title: Digital Customer Service Coordinator - Temp
Reports To: Digital Customer Service Manager (UK/EU)

THE ROLE:

We’re looking for a fiercely passionate and proactive Customer Service Coordinator to provide first class service to our online customers. As our fabulous range grows, you’ll thrive at telling the FitFlop story and communicating with our consumers in an informal, fun, and personal way.
You’ll be part of our mission to make comfort COOL by being the eyes and ears to our customers. In doing so, you’ll become a product expert – going above and beyond to help our customers, as well as feeding back useful product intelligence to the wider business.

THE RESPONSIBILITIES:

• Providing help and advice to customers who have bought, or who need guidance buying, FitFlop products throughout the world
• Communicating courteously and professionally with customers by telephone, email, live chat, and letter
• Order placement and customer service for all B2C customers
• Provide customers with stock availability and order/delivery status updates in a pro-active manner
• Process order amendments such as change of quantity, date, color etc.
• Process credits as a result of returns, damages, shortages, etc.
• Investigating and solving customers’ queries which may require communicating with the original retail store and escalating internally as necessary.
• Keeping accurate records of discussions or correspondence with customers
• Keeping up to date with all FitFlop products and services
• Build strong relationships with the immediate stakeholders such as the operations team, the finance team, sales, marketing, and the ecommerce team as well as 3rd party providers
• Pro-actively keep up to date on the latest product developments and attend regular product training sessions and work very closely with product development and marketing
• Working very closely with operations to establish exactly what stock is free to sell and when stock is due to arrive etc.
• Posting information/ responding to questions on Twitter/ Facebook as appropriate to reach as wide an audience as possible