Jellycat
EU Customer Service Team Leader (Wholesale)
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For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakable about each one of them.
Jellycat have an exciting opportunity for a new Wholesale Customer Service Team Leader to lead our big and growing Wholesale Customer Service Team! The Wholesale Customer Service Team provides day to day support to our UK & EU stockists, agents, and sales team.
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You'll be;
- Leading a team of 8 Customer Service Specialists and being their first point of call.
- Setting clear, defined goals and KPIs for the team.
- Constantly looking for ways to improve the overall level of customer service.
- Ensuring the Jellycat's tone of voice and brand is upheld in line with our expectations and business pillars.
- Coaching and developing a high-performing team by conducting meaningful and regular 1-1’s and performance reviews and quality reviews.
- Resolving complex customer queries and completing follow-up actions.
- Using SAP systems to resolve and process customer orders and queries.
- Collaborating with multiple Jellycat stakeholders to ensure the Customer Service actions are completed in a timely manner.
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You'll have;
- Personable and approachable team player.
- Experience managing a large customer service team.
- Sound commercial awareness.
- Experience developing new processes and setting KPIs.
- Strong and clear communication skills.
- Excellent Excel and PowerPoint skills.
- Additional European language(s) – German, French, Spanish, or Italian preferable.
Desirable
- SAP/D365 experience.
- Zendesk or similar experience.
- Experience working within the UK or EU gift industry.
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