Online4Baby

Responsibility

• resolving queries, addressing issues, and ensuring customer satisfaction all while upholding our brand tone and language
• acting as first point of contact for the customers, supporting with queries and providing solutions
• ● Acting as first point of contact for the customers, supporting with queries and providing solutions
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• collaborating with carriers and manufacturers to resolve problems and manage disputes
• interacting with customers over Live Chat, WhatsApp, social media and email via the Fresh Desk and Fresh Chat ticketing system
• ● Interacting with customers over Live Chat, WhatsApp, social media and email via the Fresh Desk and Fresh Chat ticketing system
• providing guidance on consumer rights and our return policies while striving to meet performance targets set by our Customer Service Manager
• establishing and fully understanding the root cause of issues and advising customers on the best action to take for resolution
• ● Establishing and fully understanding the root cause of issues and advising customers on the best action to take for resolution
• updating customer records
• ● Updating customer records
• problem and query resolution including evaluating assembly/mechanical issues with reference to instruction manuals
• ● Problem and query resolution including evaluating assembly/mechanical issues with reference to instruction manuals
• you will play a crucial role in our team, acting as first point of contact for customers, offering support and solutions across various communication platforms
• reporting to the Customer Service Manager, you will join part of team focussed on providing an exceptional service to our customers, ensuring they receive full support via a wide range of platforms
• liaising with carriers and manufacturers to problem solve and dispute resolution
• reporting to the Customer Service Manager, you will be responsible for providing an exceptional service to our customers, ensuring they receive full support via a wide range of platforms
• ● Liaising with carriers and manufacturers to problem solve and dispute resolution
• providing customers with advice on the Consumer Rights Act and Online4baby’s return terms and conditions
• ● Providing customers with advice on the Consumer Rights Act and Online4baby’s return terms and condition
• first Point of Contact: Acting as the initial point of contact for customers, assisting with their queries and providing effective solutions
• ensuring that all correspondence between yourself and the customer is read thoroughly and replied to in line with our brand tone and language
• capturing all relevant information, ensuring that clear notes are left on the system
• ● Ensuring that all correspondence between yourself and the customer is read thoroughly and replied to in line with our brand tone and language
• using voice note and video calls to ensure a fully personalised service
• ● Working towards targets set by the Customer Service Manager
• working towards targets set by the Customer Service Manager
• ● Attending the office as and when needed for training/appraisals/important meetings
• customer Record Management: Maintaining and updating customer records with accurate and relevant information
• mechanical Problem Resolution: Evaluating assembly and mechanical issues by referring to instruction manuals to provide effective solutions
• collaboration: Liaising with carriers and manufacturers to resolve problems and disputes, fostering positive relationships with external partners
• ● Capturing all relevant information, ensuring that clear notes are left on the system to be fed back to the in house customer services team if you are not able provide a resolution

Requirements

• experience of working in a fast-moving customer service role
• this includes having excellent verbal and written communication skills, with the capability to choose the right tone for different situations
• confidence to work towards targets
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• IT proficient with the ability to learn new technologies quickly
• knowledge of Zendesk, Freshdesk or other helpdesk software
• willingness to learn products and specifications within our portfolio
• natural multi-tasking ability to react to changes in priorities and workload to meet deadlines
• excellent attention to detail
• proven ability to apply the right tone, communicating with customers with empathy and compassion while ensuring that a professional manner is always maintained
• ability to quickly identify issues and implement solutions
• our amazing Customer Service team are at the heart of our business, after all without our customers we would not be as successful as we are today
• we are looking for somebody with a natural instinct to help, a people person who is great at building rapport and trust who can think on their feet
• effective Communication: Ability to communicate with customers in a professional and empathetic manner is crucial
• we are looking for somebody with an instinct to help, a people person who is great at building rapport and trust who can think on their feet
• to help maintain our excellent reputation we are looking for somebody with a positive outlook, strong communication skills and a natural desire to help
• somebody who can give customers a personal approach with the confidence that they will get to the root of the problem while showing empathy and resilience all while meeting performance targets
• somebody who can give customers a personal approach with the confidence that they will get to the root of the problem while showing empathy and resilience
• problem-Solving Skills: Strong problem-solving abilities, enabling to identify the root causes of customer issues and implement effective solutions
• empathy and Resilience: Empathy towards customers' concerns and being resilient in handling challenging situations to maintain customer satisfaction
• customer Service Experience: Prior experience in a fast-paced customer service role to show an understanding of customer needs, expectations, and common issues
• helpdesk Software Knowledge: Familiarity with helpdesk software such as Zendesk, Freshdesk, or similar platforms is a plus

Responsibility

• liaising with suppliers to obtain schedules for development and production
• working with overseas suppliers including China
• negotiating costs and tracking costs against budgets
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• communicating regular project status updates to all relevant stakeholders
• working within the buying team to create product briefs for suppliers and factories, working with QA and graphic design to achieve
• maintaining reactiveness and speed to market by working well under pressure to meet tight deadlines
• liaising with suppliers, ensuring timely delivery of information, samples and product
• researching competition, market and design trends
• creating and maintaining critical paths, ensuring product critical paths and weekly workloads are on track to achieve launch dates, highlighting any potential issues and reacting quickly
• suggesting design direction for own brand products
• minimising the company’s exposure and risk on defined projects, resolving and/or escalating issues in a timely fashion to senior managements
• preparing product specifications as required
• maintaining/updating detailed central product database
• reviewing processes and ensuring they are as efficient as possible

Requirements

• excellent communication and negotiation skills
• an understanding of production and manufacturing processes
• commercial understanding of development costs
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• ability to recognise and understand trends in retail, industry, culture and design
• ability to work independently and within a team
• extremely organised with excellent attention to detail
• proven track record of solving problems creatively, within budget and deadline
• third party liaising and negotiation skills are essential
• ability to deal with high volumes of work
• IT skills

Trade

• retail
• Retail

Earnings for position senior buyer

Responsibility

• aligned with our rebrand, you will produce a full suite of digital assets that matches the new visual identity of Online4baby
• from time to time you may be asked to support with graphic pack builds for products
• reporting to the CMO, you will provide a high quality in-house design service, producing highly engaging and impactful creative work that consistently communicates our brand values to customers across our digital channels
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• ownership of the design and delivery of various digital assets, including banners for use across our website, social media, emails, paid media and promotional materials
• an ability to be agile and produce flexibly is therefore important as you proactively manage stakeholder expectations to hit deadlines
• A full UX review will be completed as part of our re-brand, experience working with the IT team on web page designs and the development of existing pages would be advantageous
• creating and producing high quality imagery adhering to product and brand guidelines
• collaborating with the marketing and ecommerce team, building proposals for the visual identity of seasonal campaigns, including our September Baby Event and Black Friday sales period
• supporting the design of product images, including providing a visual framework for the layout of complex products, adding annotations to images to highlight key features etc
• managing briefs from concept through to completion, ensuring they meet required deadlines and agreed criteria and style set out
• ad hoc requests from the marketing and wider teams across the business, for such things as icon design, branded presentations for internal purposes etc
• participating in meetings, collaborating with the wider team to reach marketing objectives

Requirements

• passionate about what you do with a keen eye for graphics and design
• demonstrable ability to create impactful, functional design work
• ability to interpret a brief and adapt when expectations change at short notice
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• understanding of HTML, web design and email design
• ability to manage multiple jobs at once with good organisational and time management skills
• strong communications skills both verbal and written
• team player with the ability to work independently
• an ‘ideas person’ with a ‘can do attitude
• ability to work well under pressure with excellent attention to detail
• we are looking for somebody with a creative flair and a highly innovative approach to design who has a minimum of 2 years’ graphic design experience gained in fast paced environment
• portfolio demonstrating exceptional art skills

Responsibility

• adopting a team based approach with colleagues to deliver success through supporting others and the wider business aims
• helping to identify any areas for improvement alongside the Customer Service Manager and implementing an action plan to remedy and improve
• motivating and leading the team to achieve and exceed KPI’s
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• responding to customers over Live Chat, WhatsApp, social media and email via the Fresh Desk and Fresh Chat ticketing system
• helping carry out regular analysis to monitor team performance and measure customer experience and satisfaction
• working directly alongside and reporting to our Customer Service Manager, you will be responsible for leading a team of Customer Service Advisors along with providing an exceptional service to our customers, ensuring they receive full support via a wide range of platforms
• running reports and sharing daily, weekly and monthly performance data in the absence of the Customer Service Manager
• leading a team of Customer Service Advisors, assisting with the day to day management alongside the Customer Service Manager, including coaching, monthly 121’s, recruitment and appraisals
• establishing and fully understanding the root cause of issues and advising customers on the best action to take for resolution
• updating customer records
• problem and query resolution including evaluating assembly/mechanical issues with reference to instruction manuals
• liaising with carriers and manufacturers to problem solve and dispute resolution
• ensuring that all correspondence between yourself and the customer is read thoroughly and replied to in line with our brand tone and language
• providing customers with advice on the Consumer Rights Act and Online4baby’s return terms and conditions
• capturing all relevant information, ensuring that clear notes are left on the system

Requirements

• proven experience of managing and effectively leading a customer service team
• experience of working in a fast-moving customer service role
• highly motivated attitude to targets and driving performance
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• ability and commitment to deliver high levels of customer service
• resilience and the ability to cope with difficult conversations
• ability to work as a coach and mentor for team development
• excellent organisation and communication skills
• strong analytical skills, able to analyse and interpret data and produce findings in report format
• A well-developed sense of financial awareness, able to see the bigger picture and ensure delivery against SLA's and targets
• we are looking for somebody with an instinct to help, a people person who is great at building rapport and trust who can think on their feet
• A strong team player who thrives in a fast-paced environment and has successfully lead a team with excellent communication and time management skills
• IT proficient with the ability to learn new technologies quickly
• knowledge of Zendesk, Freshdesk or other helpdesk software
• willingness to learn products and specifications within our portfolio
• natural multi-tasking ability to react to changes in priorities and workload to meet deadlines

Responsibility

• proactively assisting in the management of the entire life cycle of each product, maximising the potential of each brand
• ensuring product critical paths and weekly workloads are on track to achieve launch dates, highlighting any potential issues and reacting quickly
• documenting product information including costings, lead times and MOQ’s into the range plan and product development documents
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• fully supporting the Senior Buyer, ensuring that information on gross margin, trade discounts, markdown support, marketing support and clearance deals are up to date
• building relationships with suppliers and factories to ensure all samples/strike offs are on track and in house on time
• documenting all red and gold seal comments and clearly communicating this to the supplier
• researching nursery trends and competitor products, ensuring your industry knowledge stays up to date, seeking out opportunities to learn more about key categories and brands
• providing input on buying decisions, ensuring that you understand how decisions are made and sharing your input with the rest of the team
• archiving samples and keeping the showroom organised
• liaising with QA and checking all artworks for instruction manuals, labels and cartons are accurate
• ensuring spares are agreed with the suppliers and actioned
• helping to create product briefs as directed by the Senior Buyer for suppliers and factories, working with QA and Graphic Designer to achieve
• attending buying meetings, taking minutes and following up any actions
• creating visual reports for sharing with the wider team
• providing guidance to the Buyers Admin Assistant when needed to help with the efficient running of the department

Requirements

• super keen to work within an ecommerce environment
• minimum 1 years buying experience
• knowledge of how buying works in an ecommerce environment
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• excellent organisational, planning and communication skills
• attention to detail with strong analytical skills
• experience working with Europe and Far East sourcing
• proven ability to work on own initiative and independently, prioritising when working on several things at once
• highly self-motivated, enthusiastic and dynamic, dedicated to driving your own development
• clear communicator
• team player