Role | Customer Experience Assistant
Contract type | Full time
Salary |  £22,000 – £25,000
Location | Stitches + Steel, Mersea Island, CO5

ABOUT US

S+S is at an exciting point in its journey with ambitious plans to scale the brand over the next few years. We are committed to creating thoughtfully crafted, high-quality accessories for the road. As we grow, we’re expanding our team of innovators who are eager to make a lasting impact on the outdoor industry, contributing to a brand that prioritises creativity, quality and sustainability.

We are looking for individuals who thrive in a dynamic, entrepreneurial environment. Joining S+S means gaining an opportunity to grow professionally and take on meaningful challenges as part of a high-energy team dedicated to delivering beautiful, functional and responsibly made products.

THE ROLE

This is an exciting opportunity to join our team at a pivotal moment in our growth. An integral part of the S+S team, you will be responsible for delivering a seamless customer experience across our website, forward-facing social channels, all the way through to the delivery of products. 

You’ll work closely with the Operations Manager and our third-party logistics (3PL) partner to manage inventory, inbound deliveries, and customer shipments. You’ll also collaborate with our marketing team to coordinate online campaigns, launches and our popular events. 

B CORP CERTIFIED

We are proud to be part of a global community of businesses that meet high standards of social and environmental impact.

RESPONSIBILITIES

• Leading customer care across social and email.
• Resolving customer queries in a timely and professional manner.
• Tracking, escalating, and reporting technical and customer complaints to appropriate team members or management.
• Responding to customer comments and ratings/reviews of our products.
• Instilling a customer-centric focus, going above and beyond for customers.
• Reporting recurring issues for the brand in order to build better products.
• Providing operational administrative support, including raising and maintaining POs, tracking invoices and managing supplier and trade queries. 
• Assisting Operations Manager with shipment authorisations and tracking inbound freight shipments, coordinating deliveries with forwarding partners and 3PL warehouse. 
• Monitoring inventory levels, ensuring accurate stock availability on our website and reconciling deliveries and returns. Highlighting discrepancies and quality control (QC) issues and working proactively to resolve them.
• Ensuring all customer orders are dispatched promptly and efficiently, addressing issues proactively. 
• Being part of the customer team to resolve customer queries, implement process improvements and support the team during busy periods. 
• Assisting with the day-to-day management of the website, including uploading product listings, pricing, and ensuring product descriptions and images are up to date.
• Collaborating with the marketing team to coordinate online campaigns and launches.
• Supporting the organisation of Yard Sale events, sales, and retail spaces throughout the year.
• As we are a small, growing business, you should be keen to assist with other tasks outside your primary responsibilities as they arise from time to time. 

SKILLS REQUIRED

• 1+ year experience in a customer service role, preferably within retail or e-commerce.
• Exceptional verbal and written communication skills with strong attention to detail.
• Understanding of the S+S brand and enthusiasm to be part of our growth.
• Ability to operate effectively under pressure and deliver results.
• Highly organised, proactive and self-starting. 
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience with Shopify, Unleashed, Freshdesk, Zendesk and Mintsoft is not required but is an advantage.
• The role may include some office administrative work.

BENEFITS OF WORKING AT S+S

• A creative working environment and supportive team culture.
• Workplace pension offered through NEST.
• 28 days of annual leave (inclusive of bank holidays).
• Day off on your birthday.
• Employee discount.

WHY YOU'LL LOVE WORKING AT S+S

We are a family-owned company run by a husband-and-wife duo.  We are a hard working team where everyone gets stuck in - good culture is at the heart of everything we do. We are fiercely ambitious about building the best possible brand and competing with leading companies in our sector. We want the right team to help us deliver our goals and dreams and join us on this exciting journey.

We are an equal opportunities employer and all applicants will be considered without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, nationality, veteran status, neurodiversity, or disability. 

Role is not suitable for applicants based outside of UK.

Applications to be made via email to jobs@stitchesandsteel.com. Please include CV and cover letter and quote ‘Customer Service Assistant’ in the email subject.