D2C Customer Experience Administrator
Posted on :
17-07-2024
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Job Description
Are you looking to join a supportive and flexible SME business We are looking for a D2C Customer Experience Administrator to join our Bristol office on a fulltime permanent basis offering hybrid working who shares our passion for the brands that we work with and providing top level customer support.
Hectic is an EMEA brand incubator with a proven track record & team. Our aim is to provide bespoke services to both emerging and established brands looking to accelerate their EMEA business within both traditional wholesale distribution channels DTC eCommerce retail and marketplaces.
We work with each brand to provide a bespoke service and model. To find out more please check out our website
Our values:
The ideal D2C Customer Experience Administrator will have previous experience of working in a customer service or customer experience role or perhaps previous administrative experience where you have followed a process. Previous experience of working with Shopify would be a bonus. The most important things we are looking for is someone with good problemsolving skills an inquisitive mindset and who is selfmotivated and proactive.
Perhaps you might have experience as a Sales Administrator Customer Service Assistant Customer Experience Assistant Customer Service Administrator Customer Service Advisor eCommerce Assistant or be a graduate in a relevant field.
To apply please submit your CV. If your application is successful our Talent Acquisition Business Partner will be in touch to discuss the next steps and send you through a full job description.
We are using a third party (our sister company Hectic People) to manage the recruitment process for this vacancy.
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age disability sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.
For information on how Hectic Europe process your data please visit our website where you can find our privacy notice. This includes instructions on how you can ask us to delete rectify or stop sharing your personal data.
About us
Hectic is an EMEA brand incubator with a proven track record & team. Our aim is to provide bespoke services to both emerging and established brands looking to accelerate their EMEA business within both traditional wholesale distribution channels DTC eCommerce retail and marketplaces.
We work with each brand to provide a bespoke service and model. To find out more please check out our website
About the role D2C Customer Experience Administrator
The D2C Customer Experience Administrator is responsible for providing effective D2C customer experience across multiple Hectic brands as well as supporting the wider team where needed. This role is newly created and will be reporting into our Customer Service & Corporate Sales Manager. There is potential to take on additional responsibilities and learn more within this role over time perhaps taking on responsibilities around Corporate Sales support too.
The main responsibilities for our D2C Customer Experience Administrator role include but are not limited to:
- Respond to all new website enquiries across Hectic brands in a timely and professional manner using our ticketing system. Enquiries are varied and examples include but are not limited to product enquiries warranty store location stock availability shipping and delivery.
- Process exchanges / replacements when required
- Process returns and refunds
- Organise collections when required
- Contact customers if stock issues arise and adjust stock on Brightpearl.
- Run stock reports
- Ensure that eCommerce orders are shipped in a timely manner and escalate any issues.
- Liaise with the warehouse teams regarding stock and order delivery.
- Reply to customer product reviews.
- Escalate issues with the relevant team member where needed.
- Additional tasks to help the wider team for example entering PO’s and wholesale orders on the system.
What we offer:
- A starting salary of £24000
- A discretionary annual Company bonus
- 33 days holiday including 8 bank holidays
- Shut down between Christmas and New Year (additional to holiday days)
- 36.25 hour working week this is 9am5pm as standard with a 45 minute lunch break but there is flexibility when you need it
- Hybrid working we are flexible with how this looks for you. Office attendance is expected once every two weeks. Office attendance will be more during your probationary period.
- Cycle to work scheme
- Employee led learning culture where you take control of your learning
- Opportunity to work in Continental Europe for up to 3 weeks per year (restrictions apply please speak with the HR team for more info)
- Amazing team support with an opendoor policy to collaborate
- Goodies an allowance and discount of products for all brands that we work with
- A supportive and approachable line manager with clear induction probationary and appraisal processes
- Regular team meet ups at your local Hectic hub
- Quarterly company meetings where everyone gathers together to share the latest news
Our values:
- Bespoke a unique service for each individual client and their needs
- Solutions focused confidence in delivering professional highquality and cost effective solutions
- Sustainable sustainably grow and introduce international brands within the European market
The ideal D2C Customer Experience Administrator will have previous experience of working in a customer service or customer experience role or perhaps previous administrative experience where you have followed a process. Previous experience of working with Shopify would be a bonus. The most important things we are looking for is someone with good problemsolving skills an inquisitive mindset and who is selfmotivated and proactive.
Perhaps you might have experience as a Sales Administrator Customer Service Assistant Customer Experience Assistant Customer Service Administrator Customer Service Advisor eCommerce Assistant or be a graduate in a relevant field.
To apply please submit your CV. If your application is successful our Talent Acquisition Business Partner will be in touch to discuss the next steps and send you through a full job description.
We are using a third party (our sister company Hectic People) to manage the recruitment process for this vacancy.
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age disability sex gender reassignment sexual orientation pregnancy and maternity race religion or belief and marriage and civil partnerships.
For information on how Hectic Europe process your data please visit our website where you can find our privacy notice. This includes instructions on how you can ask us to delete rectify or stop sharing your personal data.
Employment Type
Full Time
Key Skills
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