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Customer Service Coordinator

  • Scottish Borders
  • Negotiable
  • Permanent

Eden Scott is delighted to be partnering with ERIBÉ Knitwear, to recruit a Customer Service Coordinator on a full time and permanent basis.

Established in 1986, ERIBÉ is an award-winning knitwear design house and craft manufacturer based in the Scottish Borders. The company is renowned as a "cottage industry gone global" and boasts an avid fan base around the world. Its collections are available at over 400 prestigious stores in 21 countries worldwide, offering traditional yet uniquely modern Scottish knitwear for both men and women. ERIBÉ operates with a team of 60 colleagues spread across several locations.

This role will be responsible for all customer service touch points, encompassing the customer journey from beginning to end. It will be responsible primarily for B2B customer support with some potential for B2C.

This is a critical support role within the team providing support, guidance and direction for other members of the team to ensure that the appropriate actions and solutions are arrived at in order to support our agent and customer base to the highest levels. Coordination is between all areas of the business which require customer support to ensure customers are receiving a high level of service and care.

This is a very varied role requiring mental agility determination and strong problem solving.

  • Operate as the first point of contact for trade customers and agents.

  • Maintain and resolve all customer communications. Providing transparency to the team.

  • Coordinate with other departments advising on all areas of customer service support

  • Routine communication with agents and trade customers based internationally

  • Maintain customer service database

  • Maintain customer helpdesk

  • Monitor and maintain complaints procedures

  • Oversee and Co-ordinate aftercare customer support

  • Construct customer service standards, reporting on outcomes

  • Develop and implement systems to monitor customer feedback

  • Provide sales administration assistance including order management

  • Collaboration with the sales staff depending on team priorities

  • Competency in customer facing activities

  • Communicate and educate customers and agents on our business standards and T&C's, ensuring their understanding and agreement.

Experience Required

  • Minimum 2 years of experience working in B2B customer service

  • Ability to make decisions regarding when to communicate and escalate issues arising with agents and customers

  • Excellent communication skills, both written and spoken.

  • Computer literate across a broad range of platforms

  • Organised, self-motivated, team player

  • French/German language skills would be an advantage

For more details on this fantastic opportunity apply now.

Fiona McLeod
Point of contact
Fiona McLeod
Principal Consultant
0131 550 1141 07756 882 343

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