Treats Studios
Customer Experience Executive
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Customer Experience Executive
Full time, Monday - Friday
Warehouse based, Altrincham.
Treats Studios
At Treats Studios, customer experience sits at the heart of everything we do, from the moment an order is placed to the moment it arrives at the door. We’re looking for a warm, organised and proactive Customer Experience Executive to own day-to-day customer communications and help deliver the thoughtful, considered experience Treats is known for. This role is fully focused on customer service and communication, working closely with our warehouse and operations team to resolve queries smoothly and efficiently.
Working Environment
- Based in our warehouse office, with close collaboration with the HQ office team
- Fast-paced, customer-first environment
- Increased volume during launches, promotions and peak periods (e.g. Christmas)
Key Responsibilities
Customer Service
- Respond promptly and professionally to customer enquiries via our customer service platform, email and social channels (including DMs)
- Manage returns, exchanges and replacement requests accurately and efficiently
- Resolve customer concerns with warmth and initiative, escalating where appropriate
- Monitor, manage and respond to customer reviews and feedback across platforms such as Trustpilot
- Maintain customer service trackers and reports, flagging recurring issues or trends to support operational improvements
- Work closely with the warehouse team to resolve delivery, fulfilment or stock-related queries
- Liaise with HQ teams where needed to ensure a seamless end-to-end customer experience
- Manage delivery and missing parcel claims with suppliers in a timely manner
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About You
- Friendly, approachable and customer-focused.
- Calm under pressure with a positive, solutions-first attitude.
- Highly organised with excellent attention to detail.
- A confident communicator who enjoys building positive relationships with customers and colleagues.
- Proactive and able to work independently, taking ownership of tasks and seeing them through to completion.
- Adaptable and comfortable working in a fast-paced, growing business.
- Passionate about delivering exceptional customer experiences that reflect the Treats brand.
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Essential Skills & Experience
- Previous experience in a customer service or customer experience role, ideally within an e-commerce or retail business.
- Experience using customer service platforms such as Gorgias, Zendesk or similar ticketing systems.
- Excellent written and verbal communication skills, with a friendly, professional and customer-first approach.
- Highly organised, with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
- Experience using Shopify or a similar e-commerce platform is desirable.
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