Davines Group is recognized for formulating and manufacturing sustainable high-end hair and skin care products with two specific brands: Davines and [ comfort zone ].
We are a B Corp and our purpose is to do our best for the world, creators of good life for all, through beauty, ethics and sustainability.

JOB MISSION:
Davines is looking for a Customer Care Specialist to join the Hair Care Customer Care Team to support the distribution and build the reputation of the brand.
The mission is to provide best in class customer care support, to both our B2B (Davines Salons) and B2C (Davines E-commerce customers), ensuring a positive experience to build and maintain the lasting and trusting relationships which make Davines a market leader in Haircare.
You will be working in a fast-paced customer service environment, providing timely, accurate information and assistance to a wide range of customers, maximizing the efficiency of our commercial activities, inside the haircare division.

DUTIES AND KEY RESPONSIBILITIES:
B2B – Our Salon Network
Providing first-line support for our Key Account Managers, processing daily stock orders placed on behalf of our Salon network, using a variety of internal systems.
Be the primary point of contact for our Key Account Managers. Assisting with a variety of enquiries, from order placement and account management to delivery and payment issues; providing timely and efficient problem solving, in-line with our agreed SLA’s.

Including, but not restricted to:

• Investigate and answer enquiries from Key Account Managers via the telephone and email.
• Collaborate with internal stakeholders, such as Accounts, Marketing and Education to resolve issues.
• Liaising with our local warehouse partner to resolve logistical issues.
• Managing and reporting on, “complaints” and “claims”, issuing credits and providing replacement items where appropriate.
• Booking and overseeing courier collections, in cases where orders have been mis-delivered or stock is returned.
• Processing new Salon accounts in our back-office systems and updating these records, as is required, to reflect relevant changes.
• Performing data logging, analysis and reporting using Microsoft Excel.
• Updating and creating new processes and procedures (SOP’s) as the need arises.
• Ad-hoc admin duties.

B2C – Our Online E-Commerce Customers
Be the primary contact for our online E-Commerce customers. Providing timely, market leading solutions to a wide range of inquiries via the telephone and our Zendesk platform; regarding online customer orders, our product range and the Davines brand in general, in-line with our agreed SLA’s.

Including, but not restricted to:

• Assisting online E-Commerce customers with their orders via Shopify.
• Liaising with our local warehouse partner to resolve logistical and delivery issues.
• Managing and reporting on, “complaints” and “claims”, issuing credits and providing replacement items where appropriate.
• Providing knowledgeable, easily understandable product advice and recommendations, with the help of our technical experts.
• Updating and creating new processes and procedures as the need arises.
• Ad-hoc admin duties.

PERSON SPECIFICATION AND REQUIREMENTS

• Must have the right work in the UK
• Have previous experience in a fast-paced Customer Care environment, with experience in working to service levels and KPI’s.
• Possess strong interpersonal communication skills to build strong relationships with both stakeholders and customers.
• Possess a good working knowledge of Customer Care principles and practices.
• Possess a methodical work style, with a focus on accuracy and attention to detail.
• Have a high level of numeracy, literacy and analytical skills.
• Demonstrate a “can do”, proactive mindset and be unafraid to work independently and unaided.
• Be able to effectively multi-task and manage a range of simultaneous activities in a dynamic environment, working toward strict deadlines and on multiple tasks.
• Be a great team-player.
• Have a good working knowledge of Microsoft Outlook and Excel
• Experience of using Salesforce, Shopify, Zendesk and Sage X3, would be favourable, but is not essential.

In Davines Group we celebrate diversity, and inclusiveness is a crucial pillar of our Ethical Chart.
For this reason, Davines Group does not discriminate in employment on the basis of ethnics, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status or other non-merit factor.