Ecommerce Content and Customer Service Coordinator

Ecommerce Content and Customer Service Support at twentytwentyone

Full-time Monday to Friday, based at the River Street office and showroom in EC1R.

twentytwentyone has established itself as one of London’s foremost retailers of classic and contemporary design and we are seeking an enthusiastic, personable and dedicated individual to join our growing team.

The ideal candidate will be industrious, highly organised and capable of balancing excellent customer service with a variety of administrative tasks. The role offers an exceptional opportunity to expand an existing knowledge of the design world and engage with an inspiring mix of progressive, emerging design as well as the historic and well-established.

We expect applicants to have excellent written English, a high level of attention to detail and strong computer skills, including literacy in Photoshop.  Experience of selling high-end, made-to-order furniture/lighting and arranging customer deliveries would be an advantage. 

Areas of responsibility include:

Content and administration

• Upload new furniture, lighting, vintage and accessories ranges to online store.
• Source and edit imagery for product ranges and blog features.
• Create fabric, colour and finish pdfs, online spec sheets and pricelists.
• Assist with up to date accuracy of entire online catalogue, responding to stock level information and new pricelists.
• Monitor Supplier Terms document for new price lists and update web products accordingly.
• Assist with set up of online sale, offers and promotions.
• Assist with writing informative and SEO friendly copy for online products and blog features.
• Maintain and monitor stock levels for web products, work with web team, retail and warehouse to monitor out-of-stocks/new stock deliveries.
• Amend lead-times/adjust availability on web when necessary.
• Build customer newsletter database by asking for sign-up.
• Administer information to the correct channels, report important or recurring issues.
• Provide a high level of communication regarding orders and enquiries between customer, suppliers and colleagues.
• Ensure correct claims procedures are followed and relevant parties are kept informed of any losses/compensation/discounts.

Sales and customer service

• Communicate with customers in a confident and friendly manner.
• Provide showroom reception support and showroom sales lunch/holiday cover where required.
• Respond to customer emails in a timely and well-informed manner.
• Build rapport with customers to encourage repeat custom.
• Ensure all web orders are processed and progressed accurately and efficiently. Keep customers informed of progress.
• Manage and resolve any customer complaints in a calm and professional manner.
• Work closely with retail and warehouse to ensure stock for web orders is reserved and delivered as quickly and efficiently as possible.
• Manage click-and-collect orders making sure stock is available at correct location in a timely manner.
• Organise deliveries and installations, managing carefully to deliver high customer service and make follow up calls to understand if things went well.
• Ensure packing is up to standard to provide a good impression of twentytwentyone aesthetically and to limit issues with losses and damages in transit.

We offer training and opportunities for development within the company.  Staff discount and other benefits are included in the salary package.  Remuneration according to experience.