Sales and Customer Service Associate

  • CDI
  • Royaume-Uni
  • Northampton
  • Administration des Ventes & Services Clients
  • Minimum 3 ans
  • John Lobb & Co


<p><em>craftsmanship and design in the creation of hand-made shoes and boots for men. </em></p> <p> </p> <p><em>A company of the Hermes group since 1976, the bespoke footwear is still hand-crafted in our workshop in Paris while the ready to wear collections are manufactured in our Northampton factory.</em></p> <p> </p> <p><em>John Lobb owns a global distribution network that includes twenty stores established in eight countries, and works with a highly selective network of partners and authorized retailers around the world.</em></p>

Mission Générale

<p>Reporting into the Factory Shop and Customer Services Manager, this unique position will require the individual to divide their time to provide sales support to our Factory Shop and administration to our central Customer Services team. Our Factory Shop sells discontinued models and rejected pairs, and the Sales and Customer Services Associate will be involved in all aspects of daily shop life, including dealing with stock and deliveries, after-care services, rejects and repairs follow-up, customer communication and administrative tasks. In addition, they will work alongside our Customer Service Advisors by assisting in administration duties such as processing repairs and returns, invoice and crediting, as well as liaising with our manufacturing teams to track high priority or urgent orders.</p>

Principales activités

<ul> <li>Serve customers and offer advice on shoes, shoe care and accessories. Offer excellent customer service, develop and maximise sales opportunities whilst ensuring customer retention.</li> <li>Process repairs for shoes bought worldwide and in need of a full resoling: process the shoes off and on system, confirm the expected shipment dates to the stores.</li> <li>Coordinate with the factory and the logistics department to ensure that deadlines are met and keep the customers informed of any delay.</li> <li>Develop an in-depth knowledge of all John Lobb’s products: their features and benefits.</li> <li>Deal with customer queries and correspondence in a timely manner; answer query emails or phone calls from customers regarding opening times and available stock.</li> <li>Be proactive to suggest and participate in excellent aftersales and sales support activities.</li> <li>Participate in the factory shop stocktake twice a year (both stock in the shop and in the warehouse).</li> <li>Supporting in the processing of global rejects, returns, and orders.</li> <li>Assist the Customer Service Advisors with export/import and invoice/crediting administration.</li> <li>Maintain a constant knowledge of the stock that is available in the store and elsewhere; ensure that stock is properly stored and handled and bring stock issues to the attention of the Manager. Participate in the stock receiving and maintenance processes.</li> <li>Liaise with the wider John Lobb team as necessary in support of the team’s requirements.</li> <li>Undertake ad hoc reports, projects, and responsibilities at the direction of the Manager.</li> </ul>

Profil du candidat

<ul> <li>Previous experience in customer service (knowledge of sales techniques would be advantageous)</li> <li>Excellent spoken communication ability (English) and excellent communication skills</li> <li>Not afraid of physical work (please note this position will require manual labour such as working on ladders and heavy lifting)</li> <li>ability to listen, advise, react promptly, provide necessary information and show dedication to their position</li> <li>Spirit of co-operation within and between departments; ability to create a friendly environment</li> <li>Responsible and conscientious attitude; organized, rigorous and ability to work with autonomy</li> <li>Good IT skills (Excel, Word, Outlook) – full training to be given on M3 and Cegid</li> <li>Some experience of retail administration. A basic understanding of CRM, databases and e-commerce would be an advantage.</li> </ul>