D2C Customer Experience Administrator

Hectic (Europe) Ltd.; Bristol; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

An innovative EMEA brand incubator in Bristol is seeking a D2C Customer Experience Administrator to enhance customer engagement across multiple brands. In this entry-level position, you will handle customer inquiries, manage returns, and ensure smooth order processing. Ideal candidates will have experience in customer service and communication, with potential for growth and learning opportunities in a supportive environment. The position offers a salary of £25,000 - £27,000 and additional benefits like hybrid working and 33 days of holiday.

Benefits

33 days holiday including bank holidays

Hybrid working flexibility

Cycle to work scheme

Employee-led learning culture

Regular team meet-ups

Qualifications

• Prior experience in customer service or customer experience roles.
• Strong professional email communication skills.
• Experience with following processes in an administrative role.

Responsibilities

• Respond to customer inquiries through a ticketing system.
• Process returns, exchanges, and refunds when necessary.
• Organize product collections and liaise with warehouse teams.

Skills

Problem-solving

email communication

Customer service

Education

Relevant degree or similar

Tools

Shopify

Job description

4 days ago Be among the first 25 applicants

Direct message the job poster from Hectic Europe

BCorp Consultant | Founder & MD @ Hectic People - A HR & Recruitment Consultancy for SMEs

Hectic is an EMEA brand incubator with a proven track record & team. Our aim is to provide bespoke services to both emerging and established brands looking to accelerate their EMEA business within both traditional wholesale distribution channels, DTC eCommerce, retail and marketplaces.

We work with each brand to provide a bespoke service and model. To find out more, please check out our website https://hecticeurope.com/

About the role

Hectic is an EMEA brand incubator with a proven track record & team. Our aim is to provide bespoke services to both emerging and established brands looking to accelerate their EMEA business within both traditional wholesale distribution channels, DTC eCommerce, retail and marketplaces.

We work with each brand to provide a bespoke service and model. To find out more, please check out our website https://hecticeurope.com/

About the role

The D2C Customer Experience Administrator is responsible for providing effective D2C customer experience across multiple Hectic brands as well as supporting the wider team where needed. This role is newly created and will be reporting into our Customer Service & Corporate Sales Manager. There is potential to take on additional responsibilities and learn more within this role over time, perhaps taking on responsibilities around Corporate Sales support too.

The main responsibilities for our D2C Customer Experience Administrator role include but are not limited to:

·Respond to all new website enquiries across Hectic brands in a timely and professional manner using our ticketing system. Enquiries are varied and examples include but are not limited to product enquiries, warranty, store location, stock availability, shipping and delivery.

·Process exchanges / replacements when required

·Process returns and refunds

·Organise collections when required

·Contact customers if stock issues arise and adjust stock on Brightpearl.

·Run stock reports

·Ensure that eCommerce orders are shipped in a timely manner and escalate any issues.

·Liaise with the warehouse teams regarding stock and order delivery.

·Reply to customer product reviews.

·Escalate issues with the relevant team member where needed.

·Additional tasks to help the wider team, for example, entering PO’s and wholesale orders on the system.

What we offer:

·A starting salary of £25,000 - £27,000

·A discretionary annual Company bonus

·33 days holiday, including 8 bank holidays

·Shut down between Christmas and New Year (additional to holiday days)

·36.25 hour working week- this is 9am-5pm as standard with a 45 minute lunch break, but there is flexibility when you need it

·Hybrid working- we are flexible with how this looks for you. Office attendance is expected once every two weeks. Office attendance will be more during your probationary period.

·Cycle to work scheme

·Employee led learning culture where you take control of your learning

·Opportunity to work in Continental Europe for up to 3 weeks per year (restrictions apply, please speak with the HR team for more info)

·Amazing team support with an open-door policy to collaborate

·Goodies- an allowance and discount of products for all brands that we work with

·A supportive and approachable line manager, with clear induction, probationary and appraisal processes

·Regular team meet ups at your local Hectic hub

·Quarterly company meetings where everyone gathers together to share the latest news

Our values:

·Bespoke- a unique service for each individual client and their needs

·Solutions focused- confidence in delivering professional high-quality and cost effective solutions

·Sustainable- sustainably grow and introduce international brands within the European market

The ideal D2C Customer Experience Administrator will have previous experience of working in a customer service or customer experience role with strong email experience, or perhaps previous administrative experience where you have followed a process. Previous experience of working with Shopify would be a bonus. The most important things we are looking for is someone with good problem-solving skills, an inquisitive mindset and who is self-motivated and proactive.

Perhaps you might have experience as a Sales Administrator, Customer Service Assistant, Customer Experience Assistant, Customer Service Administrator, Customer Service Advisor, eCommerce Assistant or be a graduate in a relevant field.

To apply, please submit your CV. If your application is successful, our Talent Acquisition Business Partner will be in touch to discuss the next steps and send you through a full job description.

We are using a third party (our sister company, Hectic People) to manage the recruitment process for this vacancy.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

For information on how Hectic Europe process your data, please visit our website www.hecticeurope.com where you can find our privacy notice. This includes instructions on how you can ask us to delete, rectify or stop sharing your personaldata.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Business Consulting and Services

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