Customer Service & Studio Administrator (Hybrid)

Job Description – Customer Service & Studio Administrator (Hybrid)

Full Time - £22,000-£25,000 p/a

An exciting opportunity for a passionate, customer-driven individual to join the Emma J Shipley brand. We are a premium British lifestyle brand known for imaginative, colourful hand-drawn prints inspired by nature. Creations include home furnishings, scarves, and accessories to spark the imagination. This individual will need to be professional, proactive and dedicated to providing a luxury service, with our customer at the forefront.

This person will report to our Business Operations Manager, and be based at our Shoreditch, London HQ (Hybrid with some days working from home)

Key Responsibilities:

Customer Care

• Be the first point of contact and consistently deliver an exceptional customer experience
• Address customer enquiries through a number of channels including phone, email, live chat and social channels, working within EJS brand guidelines
• Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, whilst anticipating future needs of the customer
• Act as the customer advocate within the business, escalating issues where needed and providing customer feedback to the relevant commercial and operational teams
• Convey a solution-focused message to the customer at all times
• Liaise with external partners and suppliers to expedite issues that are raised by customers
• Achieve and exceed productivity and KPI’s without compromising the delivery of exceptional customer service
• Strive to improve customer service and knowledge through regularly sharing customer feedback within the EJS team
• Develop and nurture relationships with our VIP clients, offering a personalised service

E-commerce/ Order Management

• Place relevant orders with our suppliers daily
• Manage work flow on our internal platforms
• Manage customer orders on Shopify
• Work with our shipping partners to ensure a smooth delivery process
• Regularly communicate with our fulfilment centre
• Website administrative tasks including inventory management and

product listing creation

• Regular onsite merchandising, updating and nurturing products on the site

Additional/Shared Responsibilities

• Act as a company representative at seasonal retail events, assist at photoshoots when necessary
• Assist with the wholesale admin function of the business, supplying goods to retailers such as Harrods and Liberty
• General office upkeep and administrative tasks
• Weekly, monthly and quarterly reporting on Customer Service KPIs

THE IDEAL CANDIDATE

Is someone who has:

• Worked in a customer care environment, preferably in the ecommerce luxury retail sector
• A customer centric approach in all your work
• Demonstrable experience in providing exceptional customer service
• Passion and desire to work proactively, offering an exceptional experience
• Ability to learn quickly and absorb extensive information on our brand and product offerings
• Technical agility in learning and using multiple applications and systems; ability to multi-task on a daily basis between systems
• Excellent written and verbal communication skills; including attention to detail and use of excellent spelling and grammar as well as the ability to build relationships with customers
• Interest in luxury design / interiors / and a passion for the Emma J Shipley brand

Extra brownie points:

• Experience with Shopify
• Experience with CRM platforms
• Proficient using Apple Mac computers

Key traits you might have:

• Self-motivated, high energy level, with passion to take ownership, accountability and initiative in exceeding business, team and individual goals
• Meticulous attention-to-detail and proactive approach to work
• Enjoy working in a small team and a fast-paced environment
• Team player with a professional and friendly attitude

We look for people who appreciate how we do things at EJS:

• Be entrepreneurial and passionate
• Be customer-focused
• Be proactive and find or be the solution to a problem
• Be team player and get stuck in
• Take pride in what you do and the quality you deliver
• Treat people the way you would want to be treated

Perks: Seasonal shopping allowance plus discount on all EJS products. Hybrid working. Regular company social events

Emma J Shipley is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.

If you're a passionate self-starter who wants to join a small but fast-growing company and make your mark, we'd love to hear from you.

Apply with your CV and cover letter on LinkedIn or to careers@emmajshipley.com