Web Sales & Customer Service Assistant Bournemouth, England
Job description
We currently have an exciting job opportunity for a confident, well organised and friendly individual to join our growing team of outdoor enthusiasts! As the Web Sales and Customer Services Assistant at Outdoor Gear UK (outdoorgear.co.uk) you will need to be an enthusiastic and clear web sales representative and communicator with a positive attitude. We are a small, friendly team and looking for someone who is proactive, loves a challenge and that can really make a difference to our growing online retail business!
Job Title: Web Sales and Customer Service Assistant
Responsible to: Operations Manager
Salary: £12.25-£13.00 per hour for 24 hours per week
Location: Boscombe, Dorset
Main Purpose of Job
To ensure 1) the Outdoor Gear website, Amazon marketplace and eBay product information, prices and sales are optimized to contribute to the growth of the business, and 2) all customer enquiries and sales are dealt with efficiently to agreed standards in order to maintain Outdoor Gear’s reputation of offering the fastest, friendliest and best customer-centred experience to our customers.
Web Sales
- Put product information and images on the website and Amazon/eBay marketplaces.
- Review and update product Pricing Health and Listing Information in Amazon Seller Central.
- Identify opportunities to increase the Buy Box Wins and Featured Offer percentage on Amazon.
- Upload Amazon inventory file daily.
- Contribute to the development and implementation of plans to increase web sales on our Outdoor Gear website and marketplaces.
- Assist as needed with transitioning our inventory and product information to a new, dynamically responsive eCommerce platform system.
Customer Enquiries
- Present a professional, positive and friendly attitude at all times
- Deal with all customers in accordance with Outdoor Gear’s customer care policy
- When dealing with potential customers either on the phone or via email, utilise effective selling skills at all times
- Action all customer queries and complaints effectively and in accordance with Company policy
- Ensure the telephone line is always available during working hours and have a clear, confident manner on the phone.
- Ensure all phone messages are responded to within 3 hours of arrival (except weekends and overnight)
- Ensure all emails are responded to within 3 hours of arrival (except weekends and overnight)
- If you are unable to answer a question raised by email or phone, the customer should be contacted within the times stated and advised that their question is being looked into and will be dealt with as soon as possible. Utilise suitable complementary selling techniques when possible in order to increase order value.
Monitoring & Administration
- Monitor overdue screen in our system for unfulfilled orders to ensure all orders are despatched in accordance with current Outdoor Gear delivery promise and that in the event of a delay the customer is contacted as early as possible
- On any occasion where an item has been oversold and a product is not available, liaise with the customer to find out if it is possible to obtain the item and contact the customer to inform them of the delay and offer alternative options
- Ensure the web orders are imported into our system regularly throughout the day and just after the current next day delivery cut off time
- Ensure return and refund paperwork is dealt with the same day it is received from despatch department and customers are contacted promptly if any clarification is required
- Ensure payments balance at end of shift and that any problems are notified to the line manager
- Following customer questions ensure the queries and answers are passed to the Operations Manager and added to the website if appropriate
Data Feeds and End of Day
- Prepare and upload data feeds daily
- Electronically cash up and update sales and performance spreadsheet
- Complete daily back ups
Corporate Sales
- Ensure all corporate group sales are dealt with swiftly and professionally
- Ensure correct prices are provided
- Monitor and follow up any outstanding payments
- Maintain contact with key accounts to explore further sales opportunities
General
- To assist with marketing when required
- To make suggestions regarding improvements to the look and content of the website and potential buying and selling opportunities
- Complete written content/staff product reviews when requested
Work Environment
- We are a family owned business and have a flexible working policy. This is a part-time position and you will be expected to work 24 hours per week on average within our annualised hours scheme. Times and days of work will be arranged with your line manager.
- There is hybrid office working. Teleworking is permitted (under agreement with your line manager). You will be expected to spend at least 8 hours per week on average at the office location in Boscombe, Dorset.
Profile
- Previous experience in a sales and customer service role
- Excellent, clear verbal and written communication skills
- Good understanding of MS Office
- Well organised and proactive individual demonstrating initiative and persistence
- Enthusiastic team player
- Passionate about making a positive impact and progressing within a growing organisation
- Previous experience specifically with online retail sales and Amazon marketplace is desirable
- Interest in outdoor pursuits and products is desirable
Job Type: Part-time
Part-time hours: 24 per week
Salary: £12.25-£13.00 per hour
Benefits:
- Casual dress
- Company car
- Company pension
- Employee discount
- Flexitime
- Gym membership
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Application question(s):
- Would you be happy to spend time occasionally in local outdoor locations to take photos & create content for our website?
Education:
- GCSE or equivalent (preferred)
Experience:
- Retail sales: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
Reference ID: ODG Web2023
Expected start date: 19/06/2023
