Vacancies

eCOMMERCE CUSTOMER SERVICE MANAGER 

JOB VACANCY

Po-Zu, a London-based award-winning ethical and sustainable footwear brand, is currently recruiting for an eCommerce Customer Service Manager to join our small team.

ABOUT PO-ZU

Po-Zu is a London-based award-winning sustainable footwear brand, launched in 2006, and currently ranked as the UK’s Number 1 Ethical Shoe Brand by The Ethical Company Organisation.

Po-Zu has incorporated some ground-breaking ideas such as glue-less shoe constructions that are designed for disassembly, a biomimicry designed shock-absorbing coconut husk Foot Mattress™, an edible shoe cream whilst using sustainable materials such as Piñatex™ (an alternative to leather using pineapple fibre), organic cotton, natural cork and pure woollen tweed.

eCOMMERCE CUSTOMER SERVICE MANAGER

As part of the Po-Zu holistic approach this is a key role in looking after our valued customers, dealing with eCommerce operations and inputting into the digital marking strategy.

 KEY RESPONSIBILITIES

  • Develop a good knowledge and be able to communicate Po-Zu’s ethos, products and services.
  • Communicating in an efficient, clear and friendly way with customers, by email and telephone and answering general queries often relating to product features, sizing/ fittings, returns and refunds.
  • Line management of one Customer Service Exec
  • Overseeing the successful fulfillment of website orders.
  • Dealing with online security issues such as highlighted fraud risks.
  • Ensuring the systems and processes are maintained to enable successful fulfilment of customer orders.
  • Managing the eCommerce system, ensuring products are added to the system each season and maintaining the online shop.
  • Providing regular reporting to the management on sales, orders and key marketing performance analytics.
  • Keeping accurate records of all discussions and correspondence.
  • Liaising with external banking and software companies to solve technical issues when needed.
  • Helping with general website maintenance, including adding website content when needed.
  • Helping to promote Po-Zu through various channels, namely social media, PR, blogs, newsletters and events.
  • Helping with the smooth running of the office.

 DESIRED SKILLS AND EXPERIENCE

  • 2+ years demonstrated experience of working with CRM’s or eCommerce systems.
  • Excellent communications skills in English (verbal and written). Extra languages a plus.
  • Have confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
  • 2+ years team management experience
  • Good computer literacy, proficient with Mac and Microsoft packages, telephone systems and other technology that underpins customer service delivery.
  • Able to understand and articulate the Po-Zu product and its core values.
  • Able to work independently and use their own initiative to research, learn new skills and solve problems when necessary.
  • An ability to work well under pressure.
  • A keen interest in ethical fashion and sustainable living

£ 30k+ Depending on experience

APPLICATION INFORMATION

Please send your CV and a covering letter. As part of the application please explain how you meet all of the above criteria and why you are the right person for this role.

Email your application to: matthew@po-zu.com

-------------------------------------------------------------------------------------------------------------------

CUSTOMER SERVICES EXEC

JOB VACANCY

Po-Zu, a London-based award-winning ethical and sustainable footwear brand, is currently recruiting for a Customer Service Exec to join our small team initially part-time with potential to lead to a full-time position.

ABOUT PO-ZU

Po-Zu is a London-based award-winning sustainable footwear brand, launched in 2006, and currently ranked as the UK’s Number 1 Ethical Shoe Brand by The Ethical Company Organisation.

Po-Zu has incorporated some ground-breaking ideas such as glue-less shoe constructions that are designed for disassembly, a biomimicry designed shock-absorbing coconut husk Foot Mattress™, an edible shoe cream whilst using sustainable materials such as Piñatex™ (an alternative to leather using pineapple fibre), organic cotton, natural cork and pure woollen tweed.

CUSTOMER SERVICE ASSISTANT

As part of the Po-Zu holistic approach this is a key role when it comes to communicating our values to customers, understand and satisfy their requirements and exceed their expectations where possible. Reporting to the Customer Service Manager, you will be responsible for liaising with external and internal partners on all online orders and fulfillment activities, provide excellent customer service, and drive positive customer engagement. You will also have input in marketing communications and promotions.

KEY RESPONSIBILITIES

  • Developing a good understanding of Po-Zu’s ethos, products and services and keeping up to date with any changes.
  • Communicating courteously with customers and by email and telephone and answering general queries often relating to product features, sizing/ fittings, and returns.
  • Dealing with online security issues such as highlighted fraud risks.
  • Providing help and advice to customers (both individuals and retail shops) and investigating and solving customers' problems, which may be complex or long-standing.
  • Deal with customer returns in the appropriate manner.
  • Helping to build and maintain good customer relations.
  • Keeping accurate records of all discussions and correspondence.
  • Helping with general website maintenance, including adding website content when needed.
  • Helping with day to day administration work when needed.

DESIRED SKILLS AND EXPERIENCE

  • Excellent communications skills in English (verbal and written). German language is an advantage.
  • 1+ years previous experience with an online fashion eCommerce business.
  • Have confidence, patience, politeness, tact and friendliness when dealing with difficult situations.
  • Good computer literacy, proficient with Mac computers and Microsoft packages
  • Able to understand and articulate the Po-Zu product and its core values.
  • Positive outlook with good listening skills, specifically towards customers.
  • Able to work independently and use their own initiative to research, learn new skills and solve problems when necessary.
  • Open to assisting with other areas of the business such as general admin, events and marketing.
  • An ability to work well under pressure.
  • A keen interest in ethical fashion.

APPLICATION INFORMATION

Please send your CV and a covering letter. As part of the application please explain how you meet all of the above criteria and why you are the right person for this role.

Email your application to: matthew@po-zu.com