Job Description
WHO WE ARE
Our French heart pulses through our international brand. With 100 years of heritage, we are future focused as we push ourselves and each other to connect every cook with personal stories and our rich legacy of food lovers to a lifestyle that inspires. Building beautiful products of the best quality that bring joy to people’s lives for generations. We want to ensure that the heart of every home beats from the kitchen. Through our values of PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK, we make Le Creuset a great place to work, celebrating our rich diversity of 22 countries & cultures.
WHY JOIN US?
Our recipe is equal parts passion, hard work and fun with a culture as vibrant as our products. We constantly stretch ourselves and encourage our team mates to do the same. When you join Le Creuset, you become part of a dynamic team that focuses on innovation and collaboration.
You are part of something bigger…from your first day to every moment thereafter, you’re going to love what you do as part of the Le Creuset family! Together we live our ‘One Le Creuset’ Values: PASSION, INTEGRITY, INNOVATION & EXCELLENCE and TEAMWORK.
The working pattern for this role is 25hrs/5 days per week, Monday - Friday. Retail support for the Andover store is varied and cover must be provided for the staff/warehouse sale, so working hours are variable.
A requirement of this role will be heavy lifting due to our cast iron products. The successful candidate must be able to lift 25 pounds as a minimum.
Main Purpose
To ensure that all consumer service interaction is dealt with professionally and within the set company guidelines.
To maximise the sales potential and profitability of the store through providing excellent levels of customer care and exceeding Le Creuset customer’s service delivery expectations. To assist in the smooth running of the store.
Main Duties
Operations
- To ensure that as a member of the Consumer Services Team you effectively respond to all consumer queries in a professional, courteous, and timely manner
- To ensure that the business has the highest quality of data capture in regard to the CRM tool that the business currently has
- To action all Return order queries and communication, ensuring that the customer is always receiving the highest level of service
- Maintain a strong collaborative working relationship with the Customer Services Team, providing support and assistance as and when required to ensure the department as a whole meets fluctuating customer and consumer demands
- To liaise with the Finance department regarding Consumer orders, Returns and Finance related issues
- To liaise with the Warehouse in connection to Web Orders and Consumer replacements to ensure the consumers expectation on LCUK are met and exceeded where possible
- Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
- Ensure that you always take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards
Retail Duties
- Greet all customers that come into store and assist them with their product selection and converting opportunities to achieve store sales targets
- Deal with queries and complaints either over the phone or in store and implement the appropriate action to follow up any matters raised that is timely and the most suitable resolution and leaves the consumer satisfied
- Actively promote and present all products using company sales techniques including advising customers on product suitability and care and use of products
- Process all sales transactions quickly and efficiently following the correct till procedures and ensuring the safe and accurate storage of monies
- Ensure high levels of merchandising by;
1. Maintaining clean and bright displays
2. Keeping shelves well stocked and tidy
3. Clearly and accurately ticketing stock
4. Ensuring the store is clean and tidy by carrying out housekeeping duties
- Place and follow up orders and special orders
- Participate as directed in stocktaking ensuring that all counts and paperwork are completed accurately and efficiently
- Liaise with the store manager with regard to awareness of current and future sales targets
- Ensure high levels of product knowledge by reading up on products, attending courses and visits as directed
- Liaise with the customer services department with any queries received through the helpline
- Assist as directed in receiving and sorting stock deliveries ensuring that all relevant paperwork is completed correctly
- Act as a key holder and ensure that the store is opened and locked up according to Company security procedures
- Assist with staff and warehouse sales
- Ensure security procedures are followed according to Company Management Policy
- Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities
- Ensure that at all times you take care of your health and safety and that of others by complying with health and safety obligations, particularly by reporting promptly any defects, risks or potential hazards
PERSON SPECIFICATION
Experience
- Experience in a customer/consumer support role
- Experience of working in a retail environment
Education/Qualifications
- Basic Numeracy and Literacy qualifications
Skills and Knowledge
- Microsoft Word, Excel, and Outlook to Intermediate level
- User knowledge of CRM systems or database products
- Excellent oral and written communication skills
- Good selling skills
Personal Attributes
- Adaptability: Maintains effectiveness in varying work environments where circumstances and priorities are changing
- Communication: Actively listens. Attention to detail. Takes pride in the accuracy and quality of his/her written work. Adapts his/her communication to audience and fosters clear and effective communication with others
- Conflict Management: Anticipates and takes steps to prevent counter-productive confrontations. Resolves conflicts in a constructive manner without taking criticisms personally
- Customer Awareness: Is driven to exceed customer’s expectations with regards to his/her product knowledge, understanding of customer needs and provision of quality solutions
- Flexibility: Modifies his/her approach to achieve and end goal or task. Is open to change and has a positive approach to work and customers. Demonstrates initiative and continually looks to improve the quality, quantity, and his/her work. Able to multitask
- Influencing: Is sensitive to the needs of others. Is able to convey his/her point of view and gain agreement or acceptance from others
- Resilience & Tenacity: Remains cooperative, calm, even tempered and polite at all times
- Teamwork: Contributes fully to the team effort, ensuring that help is offered to others with a ‘Can Do’ attitude when another team member is overburdened. Has a ‘hands on’ practical and resourceful approach
Additional Information
- Hours of Work – Must be available to work Monday to Friday. Retail support for the Andover store is varied and cover must be provided for the staff/warehouse sale, so working hours are variable.
Job Types: Part-time, Permanent
Part-time hours: 25 per week
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Store discount
Schedule:
- Day shift
- Monday to Friday
- Overtime
Application question(s):
- Do you have experience in working for a premium retail brand?
Education:
- GCSE or equivalent (required)
Experience:
- Consumer services: 2 years (required)
- Customer service: 2 years (required)
- Retail sales: 2 years (required)
Work Location: In person
Application deadline: 11/06/2023
Reference ID: OPS050
Expected start date: 19/06/2023
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