Purpose of the Role - To work closely with the General Manager / Operations Manager, Sales, Marketing and Business Development teams to underpin the day-to-day operations of this growing fashion business and brands, supporting service delivery to the incredible community of ‘Pant Pals’ through both online and bricks & mortar outlets.
Main Duties & Responsibilities
Customer Service
- Customer service enquiries - handle in an organised manner, consistently channelling the tone of the brand
- Company calendars - oversee across underwear and bridalwear brands, including
- Appointment flow – ensure appointments are allocated across the team and
- effectively organised to ensure manageable traffic in store
- End-to-end – customer case management where required, e.g. VIP client or
- complaint, ensuring ultimate resolution with the approval of management
- Development - support senior management in Customer Service / Operations
- systems improvements
Operations
- Website orders - ensure timely fulfilment working with fulfilment platforms, stores, teams and wholesale suppliers
- Customer order support – manage order transitions between sites, from both the website and store requests, incl. handling customer order allocation from stock deliveries
- Returns - handle and manage customer comms and stock throughout, keeping accurate records for a reasonable period
- Faulty goods – ensuring repairs and replacements happen for both stock items and customer purchases
- Supporting financial recordkeeping - including processing of invoices and expenses, ordering of supplies for operations across the business
- Inventory management – maintenance of EPOS and website back office as appropriate. Keep good awareness of stock outages and size availability across styles, as well as movement of stock between sites
- Stock takes - plan and execute across all sites intermittently where required ( at least full location stock take bi-annually )
- Delivery processing – marking off stock and receiving it in to the EPOS system and ensuring the Goods In procedure is followed ( including maintenance and upkeep of Goods In Form or any equivalent documentation in future )
- Reporting - provide senior management with weekly CS and operations reports
- Organisation - maintain an organised and tidy workspace, including ensuring
postal and packaging supplies are neatly kept and well-stocked - Online & offline records - ensuring appropriate storage and archiving of customer and utilities information, including email filing, hold tickets, receipts, etc
- Customer service - product advice and bra fitting for customers of The Pantry Underwear. Bra fitting expertise to be learned in specialist sectors including bridal, maternity, and post-surgery and to the ‘house’ style
- Visual merchandising – ensure that products are always displayed to their best advantage and that the displays are re-stocked regularly, as well as aesthetically maintained e.g. pricing, sizing, angles
- Product range development - provide customer feedback to management and support the brand relationships
- Site maintenance - ensure that the workplace is kept clean and tidy, with regular responsibilities via the cleaning rota
- Any other duties which the management team reasonably asks of you
We're looking for someone who
Is Positive, well-mannered, and motivated to help people and transform the often negative associations of the bra wearing community with finding a bra.
Has the Ability to organise and prioritise their workflow, ensuring the customer is at the forefront but that operational standards are maintained.
Thrives in a detail orientated and customer centric environment with the ability to complete tasks / projects, often multiple at any one time.
Is Flexible and adaptable to changing priorities.
Experience with Microsoft Excel, Shopify, EPOS systems and Adobe Creative Suite also helpful.
Candidates should have 1-2 year's experience working in Customer Services. Closely related experience will be carefully considered.
Recruitment specifics
This is a permanent position as we do not hire temporary staff outside of freelancers.
During the C-19 pandemic we maintained our full team and upskilled / repurposed individuals in response to this challenging period. Our main objective from a recruitment perspective is to forge careers for those who choose to join us.
We’re looking for someone who’s able to join us as soon as possible based in our Islington Square store with the likelihood of travel to sites elsewhere occasionally which will be funded by the company.
Working Format / Benefits
- Permanent Role
- Salary bracket of 26,000-28,500, depending on experience
- 28 days holiday incl. bank holidays (bank holidays can be be swapped for standard holiday days with the flexibility to use them throughout the year)
- Christmas rest period 25-29 inclusive (company closes, some gifted holiday days at company’s discretion, dependent on days worked and must have completed probation)
- 2-month probationary period (*role specific)
- Auto-enrolment into the workplace pension scheme after 3 months – NEST
- 50% discount across collection / 70% TPU own brand discount &
- 1x gifted TPU set of choice with two pairs of knickers
- 5 days additional holiday after 5 years of service
- In-store credit for service reviews
Applications should consist of a CV and cover letter, stating why you feel you'd suit the role and why you want to work for The Pantry Underwear specifically.
Please send to kat@thepantryunderwear.com with the job role as the subject line.