Job Vacancy: Digital Customer Experience Advisor

• Office Based – Cwmbran, South Wales
• Up to £24,000 per annum
• Company pension
• Discounts across selected brands
• 23 days annual leave plus bank holidays
• Start Date: March/April 2023

Our Company:

Unify Brand Partnerships are a sport, outdoor and lifestyle fashion agency with a diverse and impressive portfolio of leading global brands.  We have successfully established ourselves as one of the top multi-category brand and distribution specialists in the UK & Ireland. Our brands include 2XU, Feetures, Reef, Teva, Cotopaxi, Rumpl, and more and with exciting plans for further introduction to the portfolio. Unify Brand Partnerships is a dynamic company and is seeking individuals who are like minded and passionate about what they do and take pride in their work.

Working within the Ecommerce team, the Digital Customer Experience Advisor will help in the delivery of the best possible, end to end customer shopping experience through customer services, customer reviews, community management and online merchandising.   You will report directly into the Ecommerce Merchandiser in driving online revenue and improving customer experience through dedicated customer service and online merchandising platforms. 

Primary Role: Customer Service

• Be the first and initial point of contact for all inbound DTC ecommerce enquiries.
• Resolve customer enquiries, provide product and delivery information and help to solve customer problems.
• Track customer queries and continually evolve and update customer guides including FAQs to enable customer self-service with the wider team.
• Develop knowledge and understanding of all internal systems and processes (including Shopify, Orderwise, Gorgias, Loop and possess effective skills within Microsoft Office, specifically Excel)
• Build Relationship and processes within Product Review Platforms like Yotpo, Okendo or Feefo (full training given) to ensure all customer comments on brands are answered timely and effectively with a positive manner.
• Provide Community management through social media, responding to all customer enquiries through social channels.
• Provide up to date regular Customer Service Reports regularly to Ecommerce Manager.
• Effectively plan and process warranty claims within NEW Repair Centre.

Secondary Role: Merchandising

• Work with the Ecommerce Merchandiser to develop understanding of price management for web, ensuring accuracy of data input onto the systems.
• Maintain product categories to ensure available stock is displayed according to stock levels.
• Support Ecommerce Merchandiser with listing and visually merchandising product.
• Build relationship with warehouse colleagues and develop robust knowledge of the product flow path from intake through to in stock.
• Continually review stock and sales performance to ensure the team are kept informed, proposing appropriate action to support for future trading performance.
• Regular input into the online planning process including homepage/landing page changes/social content where appropriate, to drive and maximise sales accordingly.
• Carry out regular online competitor analysis and communicating feedback in the appropriate way back to the team.

Additional: Administration

• To competently plan and organise workload to ensure tasks are completed accurately, on time and allow for completion of ad hoc analysis as required.
• Proactively communicate identified issues for prompt resolution within deadlines and critical dates.
• Assist in production of daily/weekly reports and distributing to the wider business as required.
• Ensure all documentation and systems are maintained and kept accurately up to date in accordance with requirements.
• Ad hoc administrative duties as required – e.g. item recalls, warranty claims.

About You:

• Proven ability to work cross functionally in a fast-paced environment
• Excellent writing skills ensuring the understanding of brand voice and tone.
• Excellent planning and organisation skills. 
• A team player who is highly motived and a driven self-starter
• A highly organised and logical approach to problem solving and timeline management.
• Experience in handling customer queries and dealing with them efficiently and effectively.

How to Apply:

If you think you’re ready to join our team, please email your CV and covering letter to Verity Sanger (Ecommerce Merchandiser): verity@unify-bp.com