Customer Relationship Executive in Fernham

What are you going to do:

Overview of the Customer Relationship Executive

As the Customer Relationship Executive, you will be the first line of communication between our company and our customers. This role is vital in retaining and maintaining customer and our overall customer satisfaction. We have extremely strong relationships with a large number of bakers many of whom like to order custom items directly with us. Managing this friendly relationship with these customers is paramount and is the main task of this role.

From time to time we also have customers who make contact with shipping queries or have experienced a problem with their order, the communication and solution they receive will have a lasting effect on their view of our brand. We must satisfy customer needs and resolve customer complaints whilst maintaining our brand values, being efficient and fair.

Job will predominately include:

• Respond to, take orders and resolve all customer queries though all channels – Instagram, Amazon, eBay, Etsy, email and phone (the majority of our communication with customers is via Instagram)
• Processing custom order and raising invoices for them through our Order Management system
• Work effectively across a variety of communication channels in a timely manner and ensuring that template responses are available where applicable
• Support with the design of custom orders and ensure the handover of these to the Production Team is suitable communicated
• Delight customer during every interaction
• Attract and retain customers by answering questions and providing suggestion that lead to short- and long-term success. Where possible up-sell or cross-sell.
• Maintain customer database
• Refer potential leads to the sales/growth team
• Work collaboratively with colleagues to solve customer issues as quickly and efficiently as possible
• Report customer complaints and escalate issues when necessary
• Collect and analyse feedback after completing customer inquires
• Brand Ambassador management and communication
• Support with processing Wholesale Orders

Role will also include:

• Maintaining key events calendar and notifying team of upcoming dates
• Assisting with social media campaigns and photoshoots
• Supporting with event/ show preparation and set up
• Other ad-hoc support as required

What we offer:

• Start Up Culture
• Team Events
• Development Opportunities

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Extra information

About LissieLou

LissieLou is a leading Cake Decoration and Equipment company that specialises in unique, high quality and modern products. We are extremely proud that LissieLou has recently been voted as UK’s Best in Cake Decorations and Equipment 2020 by the SME Business Elite Awards.

As a customer-focused company, we aim to support anyone looking to add a special finishing touch to their cakes. Our products are both suitable for the passionate home baker as well as more accomplished cake makers. Our design team is constantly seeking new designs for our premium range of Cake Toppers, Stencils, Motifs, and our Cookie Embossers and Stamps, to ensure we stay at the leading edge of the market.

Status

Closed

Education Level

University

Location

Fernham

Working hours per week

40

Type of Contract

Full Time Jobs

Salary indication

Between £18,000 and £23,000 Per Year

Responsible for

Customers

Profession type

Customer Service

Full UK/EU driving license preferred

Yes

Car Preferred

Yes

Must be eligible to work in the EU

Yes

Cover Letter Required

Yes

Languages

English