Job Description

Key Account Customer Experience Agent

Do you have a passion for providing exceptional customer service to our clients? Do you have the ability to build excellent rapport effectively and swiftly via email and over the phone? An exciting new opportunity has presented itself at Bigjigs Toys Ltd. We are seeking a dedicated and enthusiastic Key Account Customer Experience Agent to join our dynamic team of four current Customer Service Agents, reporting into our Customer Service Manager. This role is crucial in ensuring our key clients receive outstanding customer service and support. The successful candidate will manage all aspects of the customer service experience, ensuring smooth order processing, timely deliveries, and effective resolution of queries and be the main office contact for these accounts. No two days are the same in this exciting and varied position.

Bigjigs Toys is a fast paced puzzle, gift and wooden toy wholesaler supplying a fantastic range of traditional toys into independent toy & gift shops and direct to consumers. Started in 1985 by Peter & Liz Ireland the company has grown from a garden shed outfit into a multinational operation supplying goods to shops in over 40 countries around the world. Have a google, we're sure you'll be suitably impressed. We employ approximately 50 dedicated individuals., mostly all based here in sunny Folkestone.

Reporting into our Customer Service Manager, the successful candidate will be responsible for:

Working closely with the UK Sales Manager on new product listings and customer onboarding.

Manage and process orders for key accounts, liaising directly with clients.

Maintain customer forcasts

Coordinate with the warehouse team to ensure efficient order fulfillment and turnaround.

Ensure adherence to delivery Service Level Agreements (SLAs).

Address and resolve customer and courier enquiries and issues in a timely and professional manner.

Open and maintain customer accounts with accuracy and attention to detail.

Attend and participate in trade shows working closely with the Sales Manager. Experience would be desirable.

Here's what you'll need:

Proven experience in providing excellent customer service.

Minimum of 2 years of experience in an office-based customer service environment, including order processing and delivery troubleshooting.

Experience managing customer inquiries via phone and online, including taking payments.

Strong attention to detail and organizational skills, particularly in booking deliveries and coordinating with couriers.

Proficiency in IT skills, especially Excel, and the ability to learn new systems and software. Experience with Sage.

A proactive, can-do attitude with a strong emphasis on teamwork and initiative.

Excellent listening, problem-solving, and conflict resolution skills.

Ability to work efficiently and meet deadlines.

What's in it for you?

Salary 26,249.60 per annum

We offer 20 days holiday per year plus an extra day for every 2 years of service given to the company (up to a maximum of 5 extra days). Statutory bank holidays are in addition to these 20 days.

Hybrid working - 2 days per week from home (Monday & Friday). 3 days at the office. Candidates must be within reasonable commuting distance of our Folkestone office. Hybrid working is only upon satisfactory completion of training/probationary period.

Medicash Health Cash Plan and Employee Assistance Programme

40% off RRP on all Bigjigs Toys products (plus early access to our end of stock sales!)

Birthday cake!

Long Service Holiday Rewards

Staff Fun Days

Free on-site parking

Hours: Monday-Friday 8:30am-5pm

Job Type: Full time, Permanent

Location: Folkestone, Kent

If you are a motivated and customer-focused individual with the skills and experience we are looking for, we would love to hear from you.

Thank you in advance - we are not looking to engage agencies for this position

Job Types: Full-time, Permanent

Pay: 26,249.60 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Free parking On-site parking Work from home
Schedule:

Monday to Friday
Application question(s):

Do you have experience with Sage?
Work Location: In person