Noted. Aromas
Customer Service Executive
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Customer Service Executive
Customer Service Executive
Altrincham - 3 days in office, 2 from home
About Us
At Noted Aromas, we’re on a mission to make high-quality fragrances accessible to everyone. Born in the UK and built by a passionate team of fragrance experts, we create scents inspired by timeless favourites that people can enjoy every day. We’re a growing, fast-paced business with big ambitions and we know our success comes from the people behind it. That’s why we foster an open, collaborative, and inclusive culture where ideas are encouraged, talent is developed, and every team member plays a part in shaping our journey.
The Role
We're looking for a proactive Customer Service Executive to be the voice of the customer at Noted Aromas. You'll own customer communication across email and all social media channels, manage feedback on review platforms, and proactively get ahead of order and delivery issues before they become complaints. This is a hands-on role in a fast-paced, growing B2C ecommerce business that will require you to take ownership of the role - ideal for someone that wants to make a real impact in a growing brand.
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Key Responsibilities
- Respond to customer enquiries via email and all social media channels (Instagram, Facebook, TikTok, etc.) in a timely, on-brand manner
- Act as the voice of the customer internally, feeding back recurring issues, themes, and suggestions to the wider team
- Manage and respond to Trustpilot and other customer reviews, maintaining and improving our online reputation
- Proactively contact customers regarding order or delivery issues (e.g. delays, missing items, returns)
- Maintain accurate logs and spreadsheets in line with company policies and processes
- Handle general day-to-day customer service tasks as needed, supporting the wider team where required
- Liaise with couriers to raise investigations on missing or delayed parcels and help to ensure deliveries are running smoothly
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What we're looking for
- Previous experience in a customer service role, ideally within a B2C ecommerce business (fragrance or beauty would be a bonus!)
- Comfortable working in a fast-paced, growing company where priorities can shift
- Proactive self-starter - someone who spots issues and acts on them rather than waiting to be told
- Strong written communication skills, with the ability to adapt tone across email, social, and reviews
- Organised, with good attention to detail for accurate spreadsheet and case logging
- Confident managing multiple channels and conversations at once
- A genuine passion for delivering a great customer experience
- Experience with platforms such as Shopify, ShipStation, CX platforms (Re:amaze, ZenDesk, Gorgias etc) is desired (but not essential)
Please apply now to be considered.
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