LANX CUSTOMER SERVICE MANAGER

OVERVIEW

To provide fantastic customer service to all our online customers

ABOUT LANX

LANX is a rapidly growing Lancashire based footwear brand. We take great pride in producing quality footwear for both men and women. Since launching on a local market stall in 2018 we have enjoyed rapid growth; with our team now 15 strong (and growing), we attend 40+ events each year, a shop in Manchester’s popular Northern Quarter and official footwear suppliers to host of sports teams including; Leicester Tigers, Wales RU, England RL and Wigan Warriors. We remain ambitious and are looking for new staff members to help the company grow and prosper in the years to come.

ROLE

● An important role to preserve a high standard of customer care, both pre and post sale, and maintaining the LANX brand tone of voice

● Primary duties include answering/ resolving customer queries, making sure all customers are well informed and satisfied

● General management of customer accounts, including; returns, exchanges, refunds, shipping, tracking, Loyalty Accounts, Klaviyo etc

● Required to contribute and pitch ideas to help the overall execution and optimisation of the customer services department

● Create shipping labels daily, using portals on; Royal Mail, DPD, DHL

● Manage and train Customer Service assistants and critique their work

● Ensure that any messages and comments we receive via social media (Instagram, Facebook, LinkedIn, etc) are responded to or diverted to the relevant department

● Respond to positive and negative feedback we receive through our review platforms, dealing with complaints where necessary

● Analyse data and make suggestions based on data from Shopify and e-Desk reports

SKILLS

● Must be a positive and enthusiastic individual who is able to work independently, and is confident in leading a team of Customer Service assistants.

● Well spoken and able to articulate efficient and informative responses to customer enquiries

● Experience working with eDesk, Shopify, and Klaviyo is much preferred, but not essential. Training can be given on these platforms.

● Tidy and organised in all aspects of work

● Able to talk with customers on the phone, from time-to-time when necessary

● Shopify is our order procurement and fulfilment system. An understanding of the order management process, inventory tracking, and back-end reporting is a skill to develop while in this role. This skill comes in conjunction with our Warehouse team and other departments at LANX, so communication between LANX colleagues is key. Understanding this system will aid in assisting customer queries relating to orders, returns, tracking, products, pricing, reporting, and more.

EXPERIENCE

● 2-3 years experience in a similar role

YOU’LL BE RIGHT FOR LANX IF

We are a start up, and we’re looking for people who are ambitious, have a burning desire to learn, have an obsessive attention to detail, an entrepreneurial mindset and want to really make their mark on a business trying to do good.

If you want to be part of a big team - this isn’t going to be right for you. Working in a startup is quite different. Start-ups are vibrant, fast paced, often hard work, but always incredibly rewarding.

WORKING ALONGSIDE

Customer service team

Warehouse team

REPORT TO

General Manager

Job Type: Full-time

Salary: £24,500.00 per year

Benefits:

• Company events
• Company pension
• Free fitness classes
• Free parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Clitheroe: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Are you positive and enthusiastic?
• Experience working with eDesk, Shopify and Klaviyo

Experience:

• Retail sales: 1 year (preferred)
• Customer Service: 2 years (preferred)
• Management: 1 year (preferred)

Work authorisation:

• United Kingdom (required)

Work Location: In person