Job Description

Shiner ltd is a international lifestyle and action sports licensee, distributor and manufacturer with over 40 years of heritage and experience and are looking for an enthusiastic

Customer Support Executive

to join us. Joining our Sales team, you will be responsible for all customer interactions with our D2C branded websites.


You will also be responsible for ensuring all orders are accurate, on time and delivered safely as well as answering customer enquires via phone and email. It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority and be passionate about service delivery.

D2C main responsibilities

Processing all incoming orders accurately and efficiently within our multiple front-end platforms and Shiner ERP. Answering customer emails, phone calls and live chat efficiently within our customer service ticketing program, making sure these are resolved to a high satisfaction level. Liaising with our delivery service providers DPD, UPS and Royal Mail to ensure delivery issues are sorted quickly and efficiently. Processing refunds and assisting with return orders. Monitoring feedback from our site's reviews platform and communicate with customers as required. Working with our eCommerce stakeholders to pass on all relevant customer feedback in order to improve and develop our sites. Sharing best practice with the entire eCommerce team. Responsible for responding to social media comments and online reviews. Training in NAV, Yotpo, Zendesk, Shopify and Magento platforms will be provided. Any other ad-hoc duties.

B2B main responsibilities

Orderbook management making sure the customer and sales teams are fully informed on all areas of customer delivery including but not limited to: + Ensuring delivery times are updated weekly and kept in line with the current process.
+ Preparing orders with relevant promotions and discounts prior to release
+ Sending proforma invoices where relevant and secure funds in advance of releasing orders
+ Action pre-orders and make reservations when they become available in the system.
Updating customers and internal sales on all changes and amendments to customer orders. Ability to manage switch sells and/or give alternatives to the sales team to execute. Dealing with customer queries and managing up when required. Processing returns, credits, and cancellation requests in line with new company policy once confirmed allowed by relevant management. Log interactions on CRM system. Maintain and update customer cards and CRM system accordingly. Coordinate cancelation requests for management agreement or refusal. Assisting team members during absence. Management of the sales.com emails. Initial communication on payment chasing/ issues.

Personal profile:

Customer service experience, developed interest in customer service and building relationships with an awareness of current industry trends. Passionate about customer journeys and exceptional customer experiences. Strong communicator, both written and spoken. An appreciation and understanding of grammar and punctuation rules is paramount. Sharp attention to detail with a systematic approach to their work Good organisation skills and time management required. Positive attitude and Strong work ethic. Good overall IT skills Excel, Word, PowerPoint, Outlook

More about us

:

Our vision is to connect with, excite and inspire whilst promoting an active lifestyle through our portfolio of global brands. We are dedicated to nurturing and growing brands strategically and sustainably. Our carefully considered stewardship and close vendor relationships serve to ensure long term brand equity. We are a friendly, down to earth and hardworking team, with our Head Office located in Aztec West. We offer a competitive salary, 25 days of holiday increasing to 30 days with length of service (plus bank holidays), the opportunity to purchase additional holidays, in addition to lifestyle benefits, hybrid working of 2 days from home and a fantastic working environment.

No agencies please.