Job Description

ScotlandShop is an independent retail business with a great reputation for providing quality fabrics, clothing, and interiors products in over 500 tartans through our e-commerce website, Edinburgh, Crieff, Perthshire and Albany (USA) stores and pop-up events. We have a passion for Scotland and its heritage and pride ourselves on delivering excellent and knowledgeable customer service.

Based at our HQ in Duns within the Sales & Customer Service team, and working in partnership with our Edinburgh, Crieff and US stores, we are looking for a solutions oriented individual with a passion for Scotland to work with our existing international customer base to deliver the highest levels of service, increasing sales and average order values and offering high quality advice and information on our products and service.

Roles & Responsibilities

Working as part of the Sales & Customer Service team, you will:

Deliver quality, personal customer service by phone, email, livechat and face to face Carry out customer appointments via video call and in person Record customer information in detail within our CRM system Build relationships with VIP customers and corporate clients to maximise sales and drive product development Process orders and add value to sales/increase average order values Deal with customer queries and complaints (read our reviews - we don't get many!) Work closely with the Marketing Team to share information on customers and their website requests, ensuring content is accurate and helpful Have the opportunity to be part of the events team and attend events across Scotland promoting our brand, networking and gathering customer information as well as selling our products.

Customers:

Working across our international customer base you will learn a lot about our customers, clans, tartans and products. You will learn to use our Hubspot CRM database, developing a knowledge of our products and services to allow you to answer customer enquiries effectively, maximising sales and offering the high quality, personal customer journey we are renowned for. Understand the brand values and communicate these in everything you do. Gather information and build rapport with key customers to ensure we maximise sales.

Sales & Order Processing:

Process orders and payments on behalf of customers across all channels, make adjustments to existing orders and working with the Stock & Dispatch departments to expedite orders. Work with Shop and events staff to support customer appointments, online and in person.

Reports & Management:

Work with Operations Manager & Stock team to run reports and ensure customers are receiving better than anticipated levels of service and delivery, deal with any issues, delays etc. Communicate with these customers to maintain high levels of customer service and maximise add on and repeat sales.

Business Development:

Contribute ideas to make our business better through our EOS Management structure which ensures that everyone has a voice.

Application Process:

Please submit your CV along with a covering letter telling us why you would be a great fit for ScotlandShop.

We also offer apprenticeships and currently have a similar role available at apprentice level. Apply in the same way, with a note to confirm your interest in an apprenticeship.

Please note that we do not accept any wording or content that has been generated using AI and checks are in place.

Job Types: Full-time, Permanent

Pay: 25,396.00 per year

Benefits:

Employee discount On-site parking
Ability to commute/relocate:

Duns TD11 3EJ: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (preferred)
Work Location: In person