Company Description
Charlie Bears are the makers of bears with personalities. They produce highly sought-after, collectable bears and characters whose hand-made nature makes every one unique. Founded by Charlotte and William Morris in late 2005, the brand is now in its 20th year and well-loved by collectors across the globe. As we continue to grow, we are looking for a Customer Service Manager, on a 12-month fixed term contract, to join us at our UK office in Launceston, Cornwall to assist us in developing and enhancing our customer service experience, seeking out new and optimised process to ensure all of our customers can enjoy every point of contact when they reach out to The Bearhouse. We want to make their experience truly memorable and offering that teddy bear hug from afar.
Role description
As UK Customer Service Manager, you will be an integral part of our global customer service team, responsible for various tasks to ensure the smooth and efficient operation of our UK DTC team and customer experience. Your diverse responsibilities will encompass team management, customer support optimisation,
business development,
event management, and general administrative duties.
Key Responsibilities:
Team management:
* To co-ordinate and plan daily operations within the DTC Customer Service department.
* Manage, guide and motivate the team to achieve sales targets and KPIs.
* Ensuring positive office morale and high levels of team organisation.
* Providing ongoing training and coaching as required.
Customer Support:
* To provide an outstanding service to customers and ensure standards are being maintained. Working to introduce customer incentives and always going the extra mile.
* Working with the team to upsell and cross-sell products to existing customers. Working with the ability to identify opportunities and communicate this forward.
* To manage and co-ordinate our membership club and ensure a top level of service and experience for those who have signed up for an annual subscription.
* Handle escalated customer queries, ensuring quick and professional resolution.
Business Development:
* Support marketing initiatives to promote products and strengthen customer loyalty.
* Identify and implement process improvements to enhance customer experience.
Event management:
* Working with the Events & Merchandising Co-ordinator to ensure events are planned in plenty of time.
* Co-ordinating the team and ensuring event operations are suitably covered.
* Communicating to the wider teams as per requirements and plans for all upcoming events.
Administration and Reporting:
* To ensure accurate stock management throughout the DTC department. Ensuring internal processes are followed and all systems remain updated.
* Working with the Ecommerce team to ensure listings get created and are ready for launch.
* To work ahead, coordinate new product launches, activate stock lines and work with Marketing to promote.
* To analyse key KPI metrics and ensure the team are on-track for the annual KPI set goals.
* The ability to multitask and take up various roles as and when required within a busy global department/company.
Required Skills & Experience:
* At least 2 years' experience of working in customer service management.
* Proficient in MS Office to include Excel and CRM/sales management software.
* Strong communication and interpersonal skills for effective customer and team interactions.
* Excellent organisational and multitasking abilities.