Customer Care & Operations Assistant

Role Purpose

To provide a high standard of Customer Care to Métier clients and to manage the operational activities directly connected with customer orders, deliveries, returns, repairs and aftercare. The role is responsible for taking ownership of customer cases and ensuring that each case is followed through accurately and efficiently to resolution.

Customer Care Responsibilities

·        Manage day-to-day customer enquiries and respond in a professional and timely manner.

·        Take ownership of customer cases from the initial enquiry through to final resolution.

·        Provide accurate information on products, orders, deliveries, returns, repairs and aftercare.

·        Keep customers informed of the progress of their case and follow up until the matter is resolved.

·        Support customers with product information, functionality and after-sales enquiries.

·        Build and maintain strong client relationships in line with Métier's luxury service standards.

·        Record customer cases, actions and follow-ups accurately.

·        Capture recurring customer and product feedback and communicate relevant issues internally.

·        Maintain accurate customer information and support Customer Care activity within the CRM.

Customer-Related Operations

Operational activities within this role are limited to those required to resolve and support Customer Care cases.

·        Monitor customer shipments and investigate delivery delays, failed deliveries and customs issues.

·        Liaise with couriers regarding customer deliveries, customs clearance, returns and redeliveries.

·        Coordinate customs or shipping documentation required to resolve a customer delivery issue.

·        Arrange delivery address changes, returns to sender and redeliveries where required.

·        Create customer return shipping labels where required and track returns until received.

·        Coordinate customer exchanges and ensure the relevant internal teams are informed.

·        Manage customer repair and aftercare cases from initial assessment through to completion.

·        Use Shopify, Brightpearl, WMS and Shiptheory where required to investigate or process a customer c ase.

·        Update customer-related order, return or stock information in the relevant systems in accordance with approved procedures.

·        Escalate stock, system, courier or operational discrepancies that cannot be resolved within the Customer Care process.

Key Skills & Competencies

·        Excellent customer service and written and verbal communication skills.

·        Strong organisation and attention to detail.

·        Ability to manage multiple customer cases and priorities.

·        Strong follow-up and ownership through to resolution.

·        Confident working with internal teams and external couriers.

·        Good problem-solving skills.

·        Ability to use and develop knowledge of Shopify, Brightpearl, WMS, Shiptheory and CRM systems.

·        A professional approach appropriate to a luxury customer environment.

·        Shopify experience, with confidence using the platform to manage customer orders, returns, exchanges and customer-related enquiries.

·        Minimum 2 years’ experience in Customer Care, e-commerce operations or a similar customer-facing role, ideally within luxury retail, fashion or premium consumer goods.

General

The role is primarily a Customer Care position. Operational responsibilities relate to activities required to manage and resolve customer cases and do not constitute general ownership of the Company's Logistics, Inventory or wider Operations functions.