Job Description

Job Summary:

The Senior Customer Service and Sales / Order Processing is a pivotal role responsible for enhancing the efficiency and effectiveness of customer interactions, sales processes, and production workflows. This role involves direct customer communication, order management, and active participation in strategic initiatives aimed at improving productivity, optimising systems, and contributing to the overall growth of the business. The ideal candidate will be highly proactive, detail-oriented, and capable of identifying and implementing innovative solutions to streamline operations.

Key Responsibilities:

Customer and Sales Management:

Serve as the primary point of contact for customer inquiries, providing comprehensive product information, generating quotes, and confirming orders. Set up new customer accounts and process payments efficiently. Manage the full customer journey from initial contact to post-delivery, ensuring high satisfaction. Handle custom orders ranging from simple repeat jobs with unchanged artwork to new or altered designs requiring multiple adjustments. Minimise unnecessary communication from customers by improving self-service options and automating routine inquiries. Enhance website content with detailed product descriptions, materials, dimensions, weights, and FAQs to encourage customers to buy online.

Order Processing and Workflow Optimisation:

Create precise picking lists for warehouse operations, including all necessary delivery details and special notes. Access and manage the studio email account to handle customer communications related to artwork. Manage the artwork approval process, including obtaining artwork requirements and providing proofs to customers. Liaise closely with the production team to obtain estimated dispatch dates, providing realistic timeframes to customers. Proactively follow up on tasks assigned to other team members within 48 hours to meet industry standards and improve customer satisfaction. Maintain a live update of products facing delays or challenges.

Process Improvement and Automation:

Identify bottlenecks and inefficiencies in current processes through data analysis and propose short-term and long-term solutions. Research and suggest workflow automation solutions, including the integration of AI tools Document new and improved processes for clarity and consistency. Explore and implement automated systems for customer order updates, delivery tracking, and proof of delivery images. Use Active inbox to address time-sensitive tasks promptly.

Data Management and Analysis:

Analyse key accounts and report data back to the team to support informed decision-making. Contribute to discussions on marketing strategies Gather feedback on new product designs prior to production through surveys or prototype trials with existing clients.

Collaboration and Communication:

Foster open communication and collaboration across departments, including production, design, and accounts. Communicate effectively with internal teams to ensure prompt responses and consistent information sharing (e.g., via Hangouts, or WhatsApp) Actively participate in meetings with senior management to review progress, discuss challenges, and propose solutions. Provide feedback on the effectiveness of new systems and processes to senior management.

Required Skills and Qualifications:

Experience:

Proven experience in a customer service and sales role, with a strong emphasis on order processing and workflow management.

Ability to work effectively in a dynamic, fast-paced environment. Initiative to proactively suggest and implement improvements. Collaborative spirit with a willingness to work across departments. Commitment to continuous learning and professional development.

Technical Proficiency:

Proficiency in Google Sheets for tracking and reporting. Experience with CRM systems Familiarity with project management tools, ie Trello Basic understanding of workflow automation tools (e.g., make.com) and AI tools. Proficiency in organising and managing digital files and folders (e.g., Dropbox).

Communication:

Exceptional verbal and written communication skills for both internal and external stakeholders.

Analytical Skills:

Strong ability to analyse data, identify trends, and derive actionable insights to improve business processes.

Problem-Solving:

Proactive and solutions-oriented approach to challenges, with a focus on implementing measurable improvements.

Organisational Skills:

Excellent time management and organisational abilities, with attention to detail and the capacity to manage multiple tasks and priorities effectively.

Adaptability:

Ability to adapt to new systems and processes quickly

Customer Focus:

A strong customer-centric mindset, committed to enhancing customer satisfaction.

Job Type: Full-time

Pay: 14.00-18.00 per hour

Expected hours: 40 per week

Benefits:

Company pension On-site parking
Schedule:

8 hour shift Monday to Friday Overtime
Experience:

Customer service: 3 years (required)
Work Location: In person