Come and join our team!
4 DAY WEEK
Monday to Thursday
9-5PM
Office based - Dingwall IV15
20K to 25K
Pro rata salary
WoodBlocX is a fast-growing and ambitious family-owned ecommerce business operating websites in 6 countries including the UK, France, Germany and the Netherlands.
We are a one-of-a-kind Scottish company with an entrepreneurial heart, manufacturing, marketing and distributing our clever WoodBlocX timber system from our base in Dingwall, up in the beautiful Scottish Highlands.
Due to our continued growth, we are looking to recruit our next Customer Service Executive to help play a vital role in our Customer Admin team. Reporting to our Customer Service Manager you will be responsible for delivering top notch service for our online customers in the UK and across Europe and be the first point of contact for helping our retail and commercial clients with their WoodBlocX questions, design queries and order issues.
Outside of the UK, we use clever translation systems to deliver our European customer service in multiple languages. So apart from having good oral and written English, language skills are not essential for this role. However, if you do speak a second language this would be highly desirable!
As a pure ecommerce business, we are always moving forwards and challenging ourselves to continually improve our operations for our customers, so there’ll certainly be lots to learn in this new role. We're looking for someone with enthusiasm for new technologies and an eagerness to chip in and make things better. Most importantly, you should be very comfortable with delivering quality customer service through answering telephone calls, dealing with live chats and responding to emails in a timely and professional manner.
A solid track record in a customer service or administration environment (non-face-to-face customer communications) is a must and experience or knowledge of the logistics industry would be highly desirable due to the large volumes of palletised orders we dispatch each week.
Due to the huge range of digital tools, software and programmes we use internally at WoodBlocX, you must be confident working with computers, be IT literate and show demonstrable experience working with a CRM (customer relationship management system). We currently use Copper CRM for our internal customer management, Crisp to run our helpdesk and live chat systems and Google Workspace for our emails, documents and file storage. Direct experience with any of these tools would be a great benefit in your role but full training will be provided during your induction period.
As an individual you should have the ability to prioritise your own workload effectively but be able follow instructions and system processes. Being part of a small but multi-faceted team, we’d like you to be a keen problem solver and have a high level of attention to detail. Like with all businesses, we sometimes have customers who have issues with their orders, this means you’ll be the ‘go-to’ person to help out so confidence speaking over the phone is a must for this role. Most importantly, we’re looking for someone who can keep cool when dealing with customer complaints and works well under pressure as we can get very busy during our peak sales season from February to August!
Day to day you will…
- Follow a process to get WoodBlocX orders dispatched
- Check, edit and manage customer order data
- Process ‘missing part’ order requests
- Liaise with our warehouse about picking lists and dispatch information
- Be responsible for operating our Live Chat service in the UK and across Europe
- Help customers with their queries over the phone and via email
- Follow a process to push new design leads into our customer management system
- Liaise with our Design Team about customer design challenges, questions and changes
- Using our CAD software to draw basic WoodBlocX designs
- Create quotes, invoices and chase payment for orders / projects
- General office admin duties
- Feedback improvements and changes to management
Benefits worth a mention!
- Quarterly bonus (if we hit our sales targets!)
- FREE WoodBlocX for your garden
- Comfy hoodies & tshirts
- Bike to work scheme (if you’re keen)
- Free parking at the office
Of course, you’ll also receive statutory sick pay and standard holiday allowance.
This job description is intended to provide a general statement of the major tasks and activities of the job. It is not an exhaustive list of all its detailed duties. As a growing business, there is always opportunity to develop within the team.
We are an equal opportunities employer, committed to developing a diverse and inclusive workforce. We are happy to consider flexible and part-time working for the right candidate.
We aim to hold interviews w/c 17th April 2023.
(E) = ESSENTIAL (D) = DESIRABLE
Knowledge & Experience
- Track record in a customer service or administration environment (E)
- Solid experience in non-face-to-face customer communications (E)
- IT literate with an experience working with a CRM system (E)
- Good standard of written English (E)
- Confident in phone / oral communications (E)
- Confident in dealing with customer complaints (E)
- Ability to commute to Dingwall, IV15 9UN (E)
- Experience or knowledge of the logistics industry (D)
- Ability to speak a second language [French, German or Dutch] (D)
- Passionate about gardens! (D)
Qualifications
- Educated to National 5 level (E)
- Diploma/Higher Education in Administration or Customer Service (D)
