E-Commerce Customer Service Specialist

Location: Bedford office – Edison Road, Elm Farm Estate, Bedford, MK41 0HR
Officebased but occasional travel required to Head Office in Ockley, Surrey.

Reports to: Trading Director

SIAN Wholesale Ltd is one of the leading wholesalers of fast-moving, well known branded consumer goods in the categories of Health and Beauty, Dental, Mother & Baby, Grocery & Confectionary.

The successful candidate will be responsible for managing the day-to-day activities of online customer orders and ensure high standards are maintained. The ideal candidate will be an engaging and personable individual, very methodical with strong attention to details and excellent telephone manner.

Main Responsibilities:
•   First point of contact for all incoming sales calls, re-direction to Sales team if current customers.
•   For New Business enquiries, establish first contact with these customers via a telephone call / email / WhatsApp. Complete “new customer” check forms to quickly identify if the customer should remain “Online Only” or if a Sales Team Member would be better suited to work with the customer needs.
•   Provide “light” training to customers on how to use the site effectively.
•   Process online orders as required, working with Ops and Buying teams
•   Liaise with the Logistic Manager to obtain shipment quotes for overseas online customer orders.
•   Monitor 2 x Company Mailboxes for incoming new customer requests, reply as and when required.
•   Provide support via email or telephone call to customers with “stranded baskets” to assist them in successfully completing their order.
•   Using Amazon / Ebay evaluation tools, work with the “Big List” to identify and promote profitable lines for online retailers. Identify which Online Evaluation Tools are the best, learn and master these tools.
•   Work with Marketing Manager to promote the company via Socials and via communications to Online customer data sets.

The successful candidate will require to have:
•   Previous work within customer service would be beneficial
•   Previous work with amazon/Ebay evaluation tools would be an advantage
•   Confident & articulate telephone manner.
•   Strong attention to detail and be methodical with process
•   Brilliant organisational skills
•   Excellent time management and prioritisation skills
•   Proficient in Microsoft Office Suite (Outlook, Excel, Word etc)

Package offered:
•   Permanent, Full-time role
•   Private Medical Insurance
•   Employee Assistance Program
•   Hybrid working
•   24 days holiday plus bank holiday, plus time off between Christmas and New Year
•   Free parking
•   Tastecard enrolment
•   Cycle 2 Work Scheme
•   Car Maintenance Scheme

E-Commerce Customer Service Specialist

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