Job Description

Job Advert - Customer Services Executive

Company Name:

Finnmark Limited

Location:

Spennymoor, Durham (HQ Office-based role, Monday - Friday Full Time)

Salary:

26,000 to 28,000 per year, depending on experience.

About the Company:

Finnmark Sauna is the UK's premier provider of luxury Sauna, Steam, Spa, and Wellness products and services. We are deeply committed to delivering exceptional service to our customers, and we're seeking a dedicated Customer Services Executive to join our team at our headquarters in Spennymoor, Durham.

You will be the first point of contact for our customers, adept at understanding their needs and requirements before providing assistance or coordinating with our internal Sales, Technical Support, and Dispatch teams. This role presents an exciting opportunity to become part of a rapidly expanding business in a vibrant industry, supported by a dynamic and close-knit team dedicated to driving our company's success each day.

Responsibilities:

Deliver outstanding customer service to current and prospective customers via telephone and email. Assess customer needs to offer appropriate solutions, coordinating seamlessly with internal teams, including Warehouse, Logistics, Sales, and Technical Support. Liaise with customers and assist with their small web and trade orders Assist customers with any finance applications through our finance partner portal service. Process any order returns, replacements or refunds. Resolve customer issues and complaints promptly and effectively, providing basic technical support where required. Liaise between our customers and shipping companies regarding delivery quotes, bookings, and general delivery queries. Liaise between our customers and stock team regarding lead times on incoming products from various suppliers. Maintain meticulous records of customer interactions within our CRM system. Assist the department with developing and implementing new customer service initiatives, building out processes and systems to improve services and customer satisfaction.

Requirements:

Minimum 2 years of experience in a customer service role, preferably within online retail. Confident communicator with excellent telephone etiquette, capable of multitasking and managing high volumes of inquiries. Genuinely passionate about delivering exceptional customer service with a can-do attitude. Proficient in CRM systems with acute attention to detail to ensure prompt and efficient prioritisation of customer inquiries. Methodical organisational skills, active listening, and real-time note-taking capabilities. Strong computer skills with impeccable spelling and grammar. Ability to independently manage priorities and solve problems professionally and efficiently. Enthusiastic about our business and products, with an interest in the wellness industry.

Desirable but not essential:

Experience and understanding of online retail/eCommerce businesses, preferably Shopify. Use of website AI chat agent systems. Familiarity with programs such as the following is beneficial: Gmail, CRM Systems, Shopify, Aircall, Monday, Warehouse Management Systems. Must be happy working in a dog-friendly office.

Salary & Benefits:

26,000 to 28,000 per year salary, depending on experience. Flexible working hours (within 7:30 am - 18:30 pm) Use of our on-site company sauna. 20 days annual holiday plus all public/bank holidays (with a 5-10 day holiday salary sacrifice buy-back scheme). Opportunity to collaborate with a talented, dynamic, enthusiastic, and experienced team. Chance to contribute to the growth and enhancement of our customer service department, making a tangible impact on our overall customer experience. Opportunities for professional development and career advancement. Free onsite parking.

Application Process:

To apply, please send your CV and a cover letter via Indeed.

Job Type: Full-time

Pay: 26,000.00-28,000.00 per year

Benefits:

Additional leave Casual dress Flexitime Free parking On-site parking
Work Location: In person