Job Description

Job Title: Customer Care Coordinator US
Location: Remote (Must be able to work in line with US business hours, with occasional flexibility to support UK operations during peak periods)
Company: Christy (www.christyhome.com) Key Responsibilities

Christy began its life back in 1850 and over the years has become a classic English brand; almost as English as strawberries and cream!

The Christy name is synonymous with quality and leading-edge design, being the No 1 Brand in towels in the UK. Our sumptuous bed linen heralds high thread counts, intricate embroidery and beautifully woven designs in classic & contemporary styling.

We are proud of our rich heritage, showing the first Christy towels at the Great Exhibition at Crystal Palace in 1851.

Customer Care Management (US & UK):

Handle customer queries via email, chat, and calls across the brand's websites and marketplaces in the US. Respond promptly and professionally to customer inquiries, complaints, and feedback. Collaborate with the UK team and provide support during high-volume periods. Maintain accurate logs and case histories using tools like Freshworks or similar CRM platforms.

US E-commerce Operations:

Oversee order fulfilment processes across all US sales channels and ensure timely delivery. Coordinate with logistics partners and internal teams to resolve order delays or discrepancies. Create and manage sample orders for customer complaint resolutions. Track inventory and report any fulfilment gaps or system issues proactively.

Returns Analysis & Insights:

Track and analyze return trends, identify recurring reasons for returns, and share actionable insights. Collaborate with internal teams (product, operations, merchandising) to suggest improvements that reduce returns and enhance customer experience.

Reporting & Performance Tracking:

Prepare and present weekly/monthly reports on customer care and order fulfilment metrics. Analyze key performance indicators (KPIs), identify growth areas or dips, and provide data-driven action points. Ensure accurate reporting through tools like Excel, SAP, Freshworks and relevant dashboards.
Qualifications & Skills

Strong proficiency in Excel (data sorting, VLOOKUP, pivot tables) and typing speed of 30+ WPM. Working knowledge of Shopify, SAP, and Freshworks is highly desirable. Excellent written and verbal communication skills in English. Ability to multitask, stay organized, and work independently. Must be able to work in line with US business hours, with occasional flexibility to support UK operations during peak periods.
Preferred Traits

Proactive problem-solver with a customer-first mindset. Strong attention to detail and operational efficiency. Team player with the flexibility to take on new responsibilities and adapt to evolving business needs.
Job Type: Full-time

Pay: 23,500.00-27,000.00 per year

Work Location: Remote

Reference ID: US - Customer service