CUSTOMER SERVICE & OPERATIONS ASSISTANT
Job type:
Freelance, part-time
(12 hours per week)
Location:
Remote
Job Structure:
We are looking for someone who can be available ideally at the beginning and the
end of the day for two days a week
About the brand:
Founded by fashion journalist and broadcaster Louise Roe, Sharland England creates
beautiful, hand-crafted rattan furniture, ceramics, linens and glassware. Louise designs
Sharland England's collection with a nostalgic nod to a bygone, charming era of entertaining.
Every item is handcrafted by experienced artisans around the world, from Italy and Portugal, to India, Java and Colombia. Named after her great-grandmother, who lived in Buenos Aires and was the consummate hostess, Sharland England blends informality with elegance, making home feel curated, layered, and warm.
www.Sharland-
How will you make an impact?
As Customer Service & Operations Associate, you will be the first point of contact for our
customers looking for help placing or tracking their orders, styling their items, or opening a
trade account with us. You will also work closely with representatives from our dropshipper
partners to ensure customer satisfaction across all channels. We are looking for a team
member who will uphold the values of the brand in their interactions with customers, and
who can drive value for the business through forging relationships with key customers &
long-term partners.
The role:
Customer Service
* You'll be the first point of contact for retail and trade customer order queries, offering
support via email and occasionally phone.
* You'll be the day-to-day contact for our dropshipper partners for any issues relating to
their orders or customers.
* You'll take care of VIP customers, looking for ways we can go above and beyond in
our service.
* You'll represent the brand, aiming to grow brand love through your interactions with
customers (both retail and trade).
* We're always improving - you'll help us identify ways to be more effective and provide
even more exceptional customer experiences.
Operations
* Work closely with our warehouse to ensure all orders are shipped in a timely manner.
* Carry out backend order management, plus some order inputting as needed.
* Process customer return in Shopify.
* Support in troubleshooting operational issues relating to shipping/carriers, and
inventory management, duties charges etc
Skills and values we are looking for:
* Excellent communication skills, both written and verbal.
* A passion for providing excellent customer experiences
* Customer service experience is helpful, but we are open to candidates who have
worked in other careers with transferable skills.
* Proficiency with online platforms generally - CMS experience is desirable
* Experience of using customer service management systems such as Gorgias or Zendesk are preferable but not essential
* Confidence in basic Excel work is preferable
* Self-motivated with a positive attitude and the ability to work independently.
* A passion for interiors and an interest in the homeware industry
Benefits:
* As a small brand, we are nimble and growing; it's an exciting time to join the team
and grow with us.
* This role is remote. (Occasionally, we may hold team days in central London.)
* Enjoy a staff discount on products.
* Be part of a small team that works closely together and places importance on having a
kind, collaborative, and constructive working environment.
* Salary dependent on role fit & experience.
Please ensure you have read the job type & hours structure at the beginning of the ad