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We’re Hiring – VIP Customer Experience Team Member

Reporting directly to the Customer Experience Manager, you will help our VIP customers at all stages of ordering, from the first initial inquiry, right through to them receiving their order. Your role will be to ensure we’re creating an Awesome and personable experience for our VIP accounts.

You will need to learn about all of the products and services we offer to provide detailed information to customers, advise them on what products would suit their needs, and troubleshoot any questions they might have.

Your daily routine will vary, but you will have consistent key roles to fulfill on a daily basis.

 

Your job duties include but not limited to:

  • Sending detailed, efficient emails, quotes, and invoices to customers in a timely manner
  • Processing orders into Netsuite correctly and efficiently
  • Answering/making calls and assisting customers with all inquiries or transferring through to relevant departments
  • Supporting customers on chat
  • Speaking with customers face to face when they stop by to collect orders or view our showroom (currently restricted due to COVID workplace safety protocols)
  • In depth knowledge of all products and processes with continual learning opportunities as we expand product offerings
  • Liaising with production managers/supervisors to check customer deadlines and ensure they are met
  • Communicating effectively and efficiently via email and face to face with all departments company wide
  • Providing consistent and personable customer service to our VIP clients, offering reliable check ins and follow ups
  • Quality Assurance of products and confirming client expectations/standards and Awesome standards met

 

EXPERIENCE NEEDED:

  • High School Diploma
  • Excellent communication skills (written and verbal)
  • Ability to work under pressure in a deadline driven environment
  • Ability to multi-task with multiple high priority deadlines and customers.
  • Organization skills and ability to prioritize tasks
  • A conscientious, flexible and ‘can-do’ working style
  • Confidence to deal with escalated situations
  • Drive and enthusiasm for delivering an Awesome quality customer experience

 

KPIs:
The following KPIs will be monitored on a daily & weekly basis to ensure we’re working to & inline with the customer service plan:

  • Meet daily targets for quantity of emails sent to customers
  • Meet daily targets for quantity of web orders processed
  • Meet quality spot checks for emails based on the scorecard

 

THE SKILLS WE ARE LOOKING FOR:

  • Previously worked in a customer service environment dealing with high volumes of incoming inquiries
  • Providing the best customer experience and going the extra mile for every customer
  • Providing personalized service to businesses and VIP customers.
  • Good numeracy skills
  • Good IT skills
  • Zendesk (Desirable)
  • Netsuite (Desirable)
  • Adobe Photoshop or Illustrator (Desirable)

 

ABOUT US

We make custom merchandise and print for all kinds of people, all in-house.
Set up in a bedroom back in 2005 by our founder Luke, we have grown to a team of 150 between our two warehouses and now make over 9 million customized products every year. What started on the edge of Leeds city centre, from our 20,000 square foot facility, has expanded across the pond to the Live music Capital of the World – Austin, Texas.

We serve a vast range of customers ranging from bands and record labels, through to clothing companies and restaurant chains. Our focus is on providing an awesome experience, offering our customers the best possible products and service, with flexible print run lengths and catering for tight turnarounds.

 

OUR CORE VALUES:

We Are Awesome, and our mission is to live up to our name! We strive to make sure our core values come to life in the way we approach everything we do. See if our core values resonate with you…

  • Create Awesome Experiences
  • Encourage Awesome Community
  • Work Smart (and hard)
  • Embrace Ideas and Change
  • Make Things We Are Proud Of

 

We have ensured all our employees health and safety are our first priority and issued our new safety measures. We provide staff with hand sanitizer sprays and wipes, as well as designated hand sanitizer pumps in each department.

Job Type: Full-time

Salary: $35,568.00 – $43,000.00 per year

 

Schedule:

  • Monday to Friday

 

Application Question(s):

  • In 1-2 sentences, please describe how your previous experience is relevant to this role? Why are you a good fit for this job?
  • What about this role excites you and made you want to apply? Please describe your interest in working with us

 

Education:

  • High school or equivalent (Required)

 

Experience:

  • VIP Customer Service: 1 year (Required)

 

Work Location:

  • One location

 

Work Remotely:

  • No

 

To apply, please email your CV and Cover Letter to hr@awesomemerchandise.com

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