Overview
Term: 30 hours a week 09:00 - 15:00 (but can be flexible on start time)
Location: Grace & Green Warehouse, Wern Industrial Estate, Rogerstone, Wales
Hybrid working - On-site 5 days a week during the first 3 months (for onboarding and training), then 3 days per week working in our warehouse office thereafter.
Salary: £26,000 (per annum)
About Grace & Green
Grace & Green is a world-leading B Corp, that creates ethical, sustainable period care. From using organic materials in our products to being the highest scoring B Corp in our sector, we are committed to minimising our impact on planet Earth.
We boldly advocate for a world where access to safe, sustainable period products is not a privilege but a fundamental right. Our mission is to dismantle the barriers that prevent individuals from managing their periods with dignity and ease.
This Role:
As we scale-up, we are looking to enhance our team with someone to add their skills / experiences to support our customer service function within the company. Taking on a crucial position will involve helping us manage anything from order processing to providing both internal support and external customer support. The successful candidate will work closely with our operations and sales teams to ensure smooth business processes and resolve any customer issues efficiently.
This role presents a remarkable opportunity for the right individual to deeply engage with all facets of our operations, acquire valuable experience in a dynamic business setting, and advance professionally as our company scales.
Responsibilities:
Customer Service
* Managing our customer support inboxes, addressing customer inquiries, supplier communications, and internal team coordination effectively, and engaging the correct team members. You'll be the first point of call for anyone contacting Grace & Green
* Resolve issues and enhance service quality through brilliant written and verbal communication. Be friendly, caring and professional, improving customer experience with every touchpoint.
* Responsible for communication with all courier companies, problem solving any issues and recording corrective action for future scenarios.
* Maintain data integrity of the CRM system to support our sales team with accurate data.
Order Processing and Data Management
* Process orders quickly, with high accuracy.
* Maintain meticulous records and handle administrative tasks precisely.
* Quickly identify problems and resolve customer complaints efficiently.
* Enhance customer satisfaction through timely and effective solutions or processes.
* Help collect customer feedback and use it to improve our service quality.
* Help us analyse customer data to gain insights into service improvements and customer trends.
* Reporting: populating customer feedback, damages, and returns reports to pinpoint issues and conduct root cause analysis.
Administration
* Maintaining and updating quality management process documentation to ensure accuracy and compliance.
* Efficiently managing and enhancing our internal filing system, both digital and physical.
* Maintaining the ISO9001 and ISO 14001 documentation required throughout the year to ensure we are held to standard before the annual recertification. Assisting the Warehouse Manager with diverse administrative tasks related to stock control and management.
* Assist sales & marketing teams with administrational tasks in the lead up to events.
Skill:
* Proficiency in Excel is a necessity.
* Manage multiple tasks such as answering emails, recording claims, and processing orders simultaneously.
* Maintain a high level of accuracy in a fast paced environment.
* Organised and diligent with a fantastic eye for detail.
* Team Collaboration Facilitator:
* Work closely with sales, finance and logistics teams.
* Ensure seamless customer service operations through effective collaboration
Ideal experience:
* 1–3 years in a similar customer support, admin or operations role
* Experience with e-commerce or product-based companies
* Previous use of CRM, WMS and OMS platforms (e.g. Unleashed, Mintsoft, Prospect)
* Processing customer orders liaising with courier companies.
What You'll Gain
* The chance to be part of a small, friendly, and collaborative team where your work has real impact
* The opportunity to add value in a growing SME with strong momentum and meaningful growth opportunities
* Involvement in scaling a mission-led, purpose-driven brand making a positive impact on people and the planet
* Clear pathway to progress into a more senior operations or customer success role as the company grows
* A supportive environment that values initiative, ownership, and continuous development
* Company pension
* 25 days annual leave plus bank holidays, plus your birthday off
* 4 volunteering days per year
* Cycle to work scheme
* And of course, free period care.
Inclusive Hiring:
At Grace & Green, we are dedicated to creating a workplace where all employees feel valued and respected. We encourage individuals from marginalised communities, including but not limited to; people of colour, LGBTQ+ individuals, and individuals with disabilities, to apply. We are an equal opportunity employer and do not discriminate on the basis of, race, colour, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
How to Apply
To apply, either click apply on indeed or send your CV and a short cover note to with the subject line: Customer Service Role – Your Name
Job Types: Part-time, Permanent
Pay: £26,000.00 per year
Expected hours: 30 per week
Benefits:
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced paternity leave
* On-site parking
* Paid volunteer time
* Work from home
Experience:
* Customer service: 2 years (preferred)
Work Location: Hybrid remote in Newport NP10 9FQ