Customer Success Manager

  • Rough Trade
  • Bristol, UK
  • Jul 24, 2020
Full time Customer Service e-Commerce

Job Description

We're recruiting a full-time Customer Success Manager for our new e-commerce fulfilment warehouse in Bristol.

The ideal candidate will thrive in a fast-paced, customer orientated environment, as our E-Commerce business is growing rapidly, so we're looking for people that can grow with the business and help establish Rough Trade as the Number 1 place to buy records, online. 

Role Responsibilities:

  1. Managing the pick & pack process to ensure 99.99% accuracy and a high level of customer satisfaction.
  2. Manage the output of orders to hit agreed fulfilment rates.
  3. Manage the customer service function to ensure that we meet agreed customer satisfaction and feedback times.
  4. Managing the shipping process to ensure the right carriers and services are used to maximise customer satisfaction and margin.
  5. Maximise the use of online tools & services to make the workload easier to manage & evangelise the use of technology to colleagues. We use Intercom for customer service, google suite for business tools, Erply for inventory management & a bespoke CMS.
  6. Recruit, train, develop and manage a team of colleagues to maximise morale and efficiency.
  7. Manage the work environment to minimise health & safety risks and to ensure all colleagues feel safe, welcomed and able to work to the top of their ability.

Preferred Skills & Experience:

  1. Excellent attention to detail.
  2. Experience in a customer facing role.
  3. Positive team leader.
  4. Passionate about delivering an excellent level of customer service - ideally with a passion for Music.
  5. High level of digital skills & experience - someone that has used Social Media, CRM and/or chat functions to manage direct consumer feedback.

The standard hours of work will be an 8 hour shift between 8am - 6pm. The role is paid salary with opportunities for you to earn over-time based on peaks in demand. It is important that the fulfilment team is flexible to cover peaks in demand.

COVID-19

Rough Trade has strict guidelines in place that all staff members entering the workspace must follow to reduce the risk of an outbreak, and the virus spreading within our working environment. The successful candidates will be given all details regarding our COVID-19 policy, and indeed all other policies during initial training.
First stage interviews for successful applicants will take place either over the phone or on an online video call service, such as Google Hangout.

NO AGENCIES PLEASE.

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