As a key part of our fantastic Customer Service team, this role is responsible for providing professional, friendly and helpful service at all points of contact between Keycraft and our customers throughout their ordering experience.
This role includes investigating and resolving customer queries via telephone and email; processing orders; looking after customers’ back orders; and a wide variety of other Customer Service-related tasks.
A bit about us
We are the Toy People, and we support leading retailers with impulse pocket money toys and creative point of sale solutions that really work! We're also the home of Living Nature, the animal lover's favourite toy collection. We serve retailers and tourist attractions of all kinds and sizes globally, with our core focus being on the EUK, USA & AU Markets.
Our Core Values
* Passion - Team, we can do this!
* Caring - Customers and colleagues first.
* Transparent - Openness builds trust and leads
* Creative - How can we do this better?
* Accountable - Consider it done!
About the Role
Your main areas of responsibility will be:
* Answering all incoming calls to the business and either resolving the caller’s query or directing them to the relevant department.
* Accurately processing orders received via telephone, email or our website.
* Monitoring back orders – running back order reports and contacting customers via telephone or email when items on back order become available.
* Tracking customer orders via online portals or contacting transport companies.
* Investigating order errors (shortages, damages, price issues) and raising credit requests.
* Answering customer queries on stock items, including availability, dimensions, barcodes and more.
* Setting up new customers on our database and providing them with a log in to the website so that they can place orders.
You’ll be working alongside our other customer service representatives in the Peterhead office and our remote team of customer service team members in the Philippines, reporting to our Customer Experience Manager.
Benefits
* A holiday allowance of 24 days plus statutory bank holidays.
* All the necessary equipment for your role.
* A healthy, collaborative culture – your opinions and ideas will be valued and respected.
* Being part of a business that has grown rapidly in recent years and which has great prospects ahead!
* Regular interaction with a friendly team and great customers.
A bit about you
* Experience handling inbound calls in an office environment
* Customer service and order processing experience preferred
* Proficient in Microsoft Outlook, Word, and Excel
* Confident, professional phone manner as the first point of contact
* Strong written communication, organisation, and attention to detail
* Empathetic and solution-focused when resolving customer issues
* Team player, flexible and willing to support busy areas and other teams.
Location
You’ll be office-based, working from our headquarters in Peterhead. Part-time hours may be considered.
Keycraft Global is made up of a Team of truly passionate creators - this is a chance for you to join a great team in a dynamic and fun industry. We all work hard and help one another, communicate transparently and celebrate success frequently!
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