Customer Care Representative

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Provide customer service through phone, email, and digital channels

• Address customer inquiries and offer product information, suggestions, and updates on orders

• Resolve customer concerns and discrepancies with orders

• Achieve service performance targets, including response times, case resolutions, customer satisfaction, and quality benchmarks

• Engage in product and systems training

• Oversee customer cases and orders utilizing Microsoft Dynamics 365 CRM

• Handle and track UK and EU orders, including drop-shipping and international shipments

• Accurately complete VAT, customs, duties, and shipping documentation

• Apply and convey Incoterms such as EXW, FCA, DAP, and DDP

• Monitor order holds, stock levels, and future orders in collaboration with Procurement and Operations teams

• Troubleshoot shipping challenges with 3PLs and warehouse partners

• Prepare commercial invoices, customs documents, pro forma invoices, and related shipping materials

• Process returns, warranties, credit memos, and return authorizations

• Support sales initiatives and key customer accounts, including PGA and POP orders

• Assist with setting up new accounts, reactivating accounts, and addressing distributor inquiries

• Keep accurate records of customer and account information

• Ensure compliance with GDPR and UK/EU trade regulations

• Analyze and report on UK and EU customer trends and order activities

• Identify recurring customer challenges and provide feedback for process enhancements

• Test new procedures, systems, and website functionalities

• Develop and maintain self-service resources, FAQs, and knowledge base content

• Collaborate with Sales, Finance, Logistics, Procurement, IT, Marketing, and Product teams

⛳️ Requirements

• Prior experience in customer service, customer care, sales support, or order management

• Strong verbal and written communication abilities

• Exceptional attention to detail and organizational capabilities

• Capacity to manage multiple priorities and operate efficiently in a fast-paced environment

• Proficiency in Microsoft Office, including Outlook, Excel, and Word

• Experience with CRM systems, particularly Microsoft Dynamics 365

• Knowledge of international order processing and shipping (drop-ship) documentation

• Understanding of VAT, customs requirements, duties, and import/export protocols

• Familiarity with Incoterms and international trade practices

• Strong problem-solving abilities and a customer-centric approach

• Minimum of 2 years of customer service experience

• Willingness to travel internationally for training and trade exhibitions

• Experience engaging with retail, sporting goods, consumer products, or specialty retail customers

• Prior experience supporting UK and/or European markets

• Familiarity with omnichannel customer support platforms, including phone, email, chat, and social media

• Exposure to automation tools, chatbots, or customer self-service platforms

🏝️ Benefits

• Holiday pay

• Company provided sick pay

• Volunteer hours

• Company pension contributions

• Medical insurance coverage

• Complimentary Superfeet insoles

• Option for remote work

• Chance to work in the office located in Colchester