Wholesale Customer Service Specialist(German Sp... Customer Services London

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.

Selling our products online and to our network of retailers and distributors, the Customer Service team is responsible for ensuring a smooth customer journey from when an order is raised to the point of preparation at the warehouse as well as post-delivery care. The Customer Services role is pivotal, providing day-to-day support to our UK & EU stock lists, agents, and sales teams while working alongside our logistics and operations team. Developing and maintaining key relationships with our customers, ensuring orders are processed and enquiries are handled in a timely and efficient manner always with the Jellycat tone.

Must be German Speaking

You'll be:

1. Answering and processing incoming customer requests via phone and email in line with Jellycat's processes and internal KPIs.
2. Processing and managing customer orders.
3. Making outgoing phone calls to customers where appropriate in order to achieve a satisfactory resolution.
4. Ensuring a proactive, flexible, and positive approach at all times when handling customer requests.
5. Sending weekly and monthly sales and backorder reports to agents.
6. Discussing backorders and soft up-selling to help maximise sales opportunities.
7. Managing any outstanding orders.
8. Liaising with other departments to ensure fast and effective order processing.
9. Liaising with the logistics team regarding post-delivery queries.
10. Proactively developing relationships with new and existing customers, always ensuring a high level of customer retention.
11. Supporting product launches where necessary.
12. Supporting and representing the company at tradeshows where necessary.
13. Supporting sales teams and agents where required.
14. Ensuring customer information is updated and maintained on internal systems.

You'll have:

• Fluency in German (written & spoken).
• Ideally 2 years experience in a customer-facing role, ideally B2B.
• Ideally experience in working for a luxury brand.
• Clear communicator (written & spoken).
• Proven experience in maintaining a high level of customer service and relationship building.
• Passion for customer service, ensuring it aligns with the Jellycat brand values.
• The ability to build good relationships at all levels with a positive and flexible approach.
• Initiative, ability to solve problems, and openness to continuous improvement and learning.
• The ability to be positive, resilient, and adaptable to change.
• A good working knowledge of Microsoft Office (Excel, Word, and Outlook).
• Excellent attention to detail and ability to work accurately.
• Great organisational skills with the ability to manage multiple priorities under pressure.