Job Description

Company presentation

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Once started as a local Dutch and Belgium logistics provider for companies in the fashion industry, we have grown into an award-winning international 3PL logistics company serving many renowned brands across various consumer goods industries. We leverage our experience and knowledge built over many years, passed from team member to team member, and expanded our activities ever since. Despite our growth and substantially larger business size, we have always kept our spirit of an agile entrepreneur, drive to excel, passion for logistics and culture of putting people first since 1862.


Do you believe your work can make a difference in other people's lives and contribute to an organisation's and its customers' success? At Bleckmann, we do.


Do you want to become part of an international and diverse team? If the answer is yes, then Bleckmann might be the right fit for you.


We are looking for a Customer Services Representative to work at our site in Tornado. The role is Monday to Friday, 37.5 hours but some flexibility is required to support peak times. The salary is up to 27,583.49.

Function

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Main purpose of job

The first point of contact for customers, providing exceptional service through email and live chat. You will ensure a seamless shopping experience by addressing customer inquiries, resolving issues, and assisting with order management and warehouse administration.

Key tasks and responsibilities

Working closely with the Senior Customer Service Representative the role holder will:


Respond promptly to customer inquiries via email and live chat, maintaining professionalism and empathy. Assist customers with product information, order status, returns, exchanges, and troubleshooting. Process returns, exchanges, and refunds in a timely manner, ensuring customers are fully satisfied with the resolution. Track and manage customer orders, including shipping updates, delivery issues, and any necessary follow-ups. Handle customer complaints with empathy and resolve issues in a calm, professional manner. Provide accurate and up-to-date product information to customers to enhance their shopping experience. Ensure all customer interactions are logged in the CRM system with accurate details and follow-up actions. Work closely with the warehouse and logistics teams to resolve inventory issues, order fulfilment discrepancies, or delivery delays. Collaborate with other team members to improve customer service processes and enhance the overall customer experience. Stay updated on product knowledge, promotions, and company policies to provide the best service to customers.

Profile

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Essential Skills/ Qualifications

Previous experience in customer service, preferably in an e-commerce environment Conveys information in a clear, structured and understandable manner Good verbal and written communication skills Familiarity with e-commerce platforms and CRM systems (experience with Shopify, Gorgias, or similar tools is a plus). Availability to work flexible hours, including evenings and weekends as needed.

Agilities

Client Focus

- You understand our clients and their customer base, and you use this understanding to enhance their experience.

Problem Solving

- You tackle and resolve problems within your role, seeking support as necessary. You fully understand what is within your remit and when a situation should be escalated.

Inspirational Leadership

- You engage with others and have a respectful way of communicating.

Relationship Management

- You develop a positive and respectful relationship with stakeholders and colleagues.

Influence

- You influence your work and colleagues in a positive and constructive way.

Operational Focus

- You consistently deliver core processes while looking for opportunities to improve. You demonstrate attention to detail and concern for accuracy.

Proposal

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Our people are at the heart of what we do. They are critical to our client's successes and without a doubt, to our success also. This is why we offer a range of benefits including:


Competitive salary

33 days annual leave, inclusive of Bank Holidays

4 x salary life insurance

Competitive pension scheme

Retail and Various Discounts via a Benefits Platform

Health and Well-being initiatives (EAP, OH, Wellbeing hub via a benefits platform)

Social Events

Exclusive Client Discounts

On site parking

Additional information

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We are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising the successes of our teams. We are proud of our accreditations including Healthy Workplaces Leicestershire and we are Disability Confident Committed as part of the Disability Confident Scheme and actively welcome applications from people with disabilities.


If you wish to know more about the role or discuss accommodations within the recruitment and selection process, please contact: nicola.mccluskey@bleckmann.com