Job Description

On-site Duns, Berwickshire | Full time role, 40 hours per week Tuesday to Saturday

ScotlandShop is a retail business with an excellent reputation for providing quality fabrics, clothing, and interiors products in over 500 tartans through our e-commerce website, Edinburgh, Crieff, and Albany (USA) stores and pop-up events in the UK and North America. We have a passion for Scotland and its heritage and pride ourselves on delivering excellent and knowledgeable customer service. We recently added Kilt Hire to our range of services delivered from Duns.

This is an exciting new role within the ScotlandShop team with lots of opportunity to bring your own ideas and passion for high levels of service, contributing to our ambitious plans for local and international growth and being part of a business that believes that quality, heritage, community and feistiness is at its core. If this resonates with you, read on...

Based at our HQ in Duns within the Sales & Customer Service team and working in partnership with our Edinburgh, Crieff and US stores, a successful Kilt Hire & Showroom Sales Co-ordinator will look after all aspects of Kilt Hire and Showroom sales. You will build our local profile and deliver the highest levels of service, delivering sales and cross-sell opportunities to our customers. You will provide high quality advice and information on our products and service. Success in this role will be measured through hire revenue, showroom sales, customer satisfaction, stock accuracy and attention to detail.

Roles & Responsibilities

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

Be responsible for the entire customer journey for every hire from first enquiry to final return Meet and greet Kilt hire and showroom customers providing a first-class service and experience to every customer Take the correct measurements (training will be provided) and organise kilt hire outfits for individuals and be the point of contact for larger groups, by managing all aspects of group and hire bookings, including fittings, payments and communications with multiple party members You will be responsible for ensuring that the correct size, tartan and outfits/accessories are provided to the customer Ensure all hire orders are prepared, checked and ready on time for customer collection ahead of time Manage and log bookings on our systems Record customer information within our CRM system Manage deposits, balances, refunds in line with company policy. Manage the return of kilt hire garments, run quality checks and prepare for re-hire Maximise repeat sales Maximise cross-sell of associated products and spot opportunities to develop new ones Deliver top notch customer service by phone, email and face to face Help to forecast for replacement/new stock and be responsible for stock count accuracy and reporting of missing, damaged or written-off items. Ensuring the hire and showroom areas meet shop standards and are merchandised to maximise sales Work closely with the Marketing Team to promote Kilt hire sales locally

Customers:

Building our hire customer database, you will continually develop your knowledge of our customers, clans, tartans and products. You will learn to use our Hubspot CRM database, develop a comprehensive knowledge of our products and services to allow you to answer customer enquiries effectively. You will maximise sales by providing the high quality, personal customer journey we are renowned for. You will understand the company's core values and communicate these in everything you do. You will record information accurately and in detail and build rapport with key customers to ensure we maximise every sales opportunity.

Sales & Order Processing:

You will process hire bookings using our systems, process sales orders and payments on behalf of customers, make adjustments to existing bookings and orders if required. You will resolve any issues associated with hire in line with our #CustomerFirst value. You will manage any late returns, missing items on return, damage disputes, and customer appointment no-shows. In line with company policies and working directly with the Operations Manager, you will be authorised to apply hire charges, damage fees and late return fees, and to resolve customer disputes up to an agreed value.

Reports & Management:

Work with the Operations Manager & Customer Service team you will run reports and ensure customers are receiving better than anticipated levels of service and delivery. You will manage any issues, such as late payment, returns and damages with the support of the Operations Manager. You will communicate with our customers to maintain high levels of customer service and proactively seek out and maximise add on and repeat sales. You will ensure that stock is correctly allocated and ensure customer's orders are ready on collection day and that final payment has been taken.

Business Development:

You will contribute ideas and initiatives to improve our hire service, enhance the customer experience, and support growth in sales and repeat business, sharing feedback from customers and the showroom to help ScotlandShop continually improve.

Required skills

A passion for Scotland,?tartan?and textiles Proven experience as a retail sales or hire Excellent communication skills Have a keen eye for problem-solving and identifying sales opportunities Proficiency in using sales management software and CRM systems. Capability to thrive under pressure and meet tight deadlines. Solid organisational and time management skills Have an affinity for attention to detail and process driven

Required Experience

Proficiency in Microsoft Office Suite, including Excel Driving License

If you think you have what it takes, get in touch today by emailing Georgina@scotlandshop.com with your CV and a covering letter explaining why you think you are the best person for this position.

(Please note that we do not accept AI generated content, we want to hear what you have to say, not a robot!)

Job Type: Full-time

Pay: From 25,396.80 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: In person