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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on relationship building and retention, while effectively managing customer orders and inquiries. Proficient in generating reports and utilizing customer service systems to enhance operational efficiency.
Highest-signal resume keywords
Fluent In FrenchCustomer Relationship ManagementMicrosoft Office ProficiencyProblem-Solving AbilityExperience With D365
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Order ProcessingSales ReportingSoft Up-SellingOrder ManagementCustomer Information Maintenance
Soft Skills
Clear CommunicationPositive AttitudeAdaptabilityOrganizational SkillsResilience
Tools & Technologies
D365ZendeskMicrosoft ExcelMicrosoft WordMicrosoft Outlook
Industry Keywords
B2B Customer ServiceLuxury Brand ExperienceCustomer RetentionTradeshows SupportContinuous Improvement
About the role
Key responsibilities & impact- Answer and process incoming customer requests by phone and email according to Jellycat processes and internal KPIs
- Process and manage customer orders
- Make outgoing customer calls where appropriate to achieve satisfactory resolutions
- Handle customer requests proactively, flexibly, and positively
- Send weekly and monthly sales and backorder reports to Regional Sales Managers
- Discuss backorders and perform soft up-selling to maximise sales opportunities
- Manage outstanding orders
- Liaise with other departments for fast and effective order processing
- Liaise with the logistics team regarding post-delivery queries
- Develop relationships with new and existing customers and support customer retention
- Support product launches, tradeshows, sales teams, and agents where required
- Update and maintain customer information in internal systems
Requirements
What you’ll need- Fluent in French, written and verbal
- Minimum 2 years’ experience in a customer-facing role, ideally B2B
- Experience working for a luxury brand is desirable but not essential
- Clear spoken and written communication
- Proven experience maintaining a high level of customer service and relationship building
- Passion for customer service aligned with Jellycat brand values
- Ability to build good relationships at all levels with a positive and flexible approach
- Problem-solving ability, initiative, and openness to continuous improvement and learning
- Positive, resilient, and adaptable to change
- Good working knowledge of Microsoft Office, including Excel, Word, and Outlook
- Excellent attention to detail and ability to work accurately
- Highly organised with ability to manage multiple priorities under pressure
- Ability to generate and interpret reports
- Ideally, experience using D365, Zendesk, or similar customer service systems
Benefits
Comp & perks- Discretionary annual bonus scheme based on company and individual performance
- Private Medical Insurance including Optical and Dental cover
- Group Life Cover at 4 x basic salary
- 25 days paid holiday
- Hybrid working model
- Employee Assistance Program through Health Assured
- Subsidised buffet-style breakfast and lunch prepared by a private chef
- Regular social and team events
- Contributory salary sacrifice pension scheme through Scottish Widows, with 5% company and employee contributions