Jobs
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Customer Care Operations Executive
We love our customers and we want to make sure they receive the right care and attention they deserve.
Equality and Inclusiveness at Lily’s Kitchen:
At Lily’s Kitchen, we want to build and maintain a values-driven culture of trust and inclusion, one that empowers people safely and comfortably to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability , you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents, individuals with disabilities and/or other people from underrepresented groups to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Your place at the Lily’s Kitchen Table:
We love our customers and we want to make sure they receive the right care and attention they deserve.
As a Customer Care OperationsExecutive you will act as an ambassador for Lily’s Kitchen and deliver exceptional customer service to our customers. This will shine through in everything you do from supporting and managing customer enquiries (via telephone, emailand –soon enough –web chat), ensuring we offer the best customer experience, nutritional advice, product information and emotional support at all times. From an operational perspective you will be the key point of contact for our delivery partner, warehouse, supply chain and quality control teams.
How will I make a difference?
You will:
- Deliver award winning customer service and act as an ambassador for Lily’s Kitchen, ensuring an excellent and supportive customer experience reflective of the Lily’s Kitchen brand and vision
- Answer customer enquiries promptly and effectively (telephone, email)
- Provide pet dietary and nutrition advice. Advise on pet health, food content and product information, Lily’s Kitchen products, features and benefits, promotions and promotional product
- Provide emotional and moral support to Lily’s Kitchen customers as required
- Manage and support the order and delivery process, through retail systems including Salesforce, Zendesk & Netsuite
- Point of liaison between customer, warehouse and couriers to ensure the customer receives on time, correct, quality deliveries
- Act on, and feedback customer insights to correct departments for ongoing development and improvements
- Provide basic bug fixing, troubleshooting and website support for the business
- Gather feedback and customer insights to help and improve customer service and the product range
- Report on and identify trends within delivery partner issues, quality control and warehouse feedback, and feeding them back to the relevant business stakeholders
- Be the point of contact within the Customer Care team for our delivery partner–liaising with our account manager to ensure any repeated issues are addressed, and recommend process changes where necessary
- Work closely with our Quality Control Manager to ensure all our communications and information are regularly updated and accurate, and reporting trends and insights from QC contacts within Customer Care
- Work with the Supply Chain team to stay up to date with all stock and warehouse information, as well as reporting any trends or issues to them in real time, and analyzing customer impact through contacts
- Manage any quality issues and report to Line Manager and Quality Manager
- Review and manage/respond to Feefo feedback and handle customer complaints, including quality and damage issues efficiently
- As required, manage customers’ refunds and returns process
- Liaise with warehouse team and couriers, where necessary
- Accurate completion of department administration duties
- Support the Senior Customer CareManager, sourcing and managing charitable requests and donations
- Support other teams (including Trade sales and customer care) and company events (including Trade shows) as required
How will I be successful?
- A passion for pets is important, and for this role in particular a background in dealing with our four-legged friends would be helpful
- An expert when it comes to working in a customer facing role, you will know what it takes to deliver first class customer service
- High energy, adaptability, and the ability to present solutions with passion - we’re after someone who wants to change the world!
- A background in delivering exceptional customer service
- Social media guru with experience of using instant and social messaging
- You’re proficient in Microsoft Office programs –in particular Excel, Word and Powerpoint
- Ideal though not essential experience in using Zendesk and Ecommerce Cloud
- Top notch written communication and grammar skills - you know the difference between the brought and bought and your and you’re
- A European language is a plus
- You’re known for your relationship building and being empathetic
- You love to collaborate on ideas and are always an active member in any team
- Lily’s Kitchen values will shine through in everything you do
- At Lily’s Kitchen, it’s a fast paced, dynamic environment – so you need to be highly adaptable, and comfortable in an ever-changing company
- You’ll have impeccable communication skills, and will be able to multitask between multiple channels
- You’ll be well practiced at using your initiative, have a can-do attitude and will be keen to learn and grow
- You will have an exceptional level of planning, organisation and prioritising
Our Perks
- Dogs at work; what better way to put a smile on your face!
- Flexible Working: flexi-time, working from home, part-time working, flexible support
- Save for the Future: a pension plan that goes beyond, the option for salary exchange and an option of an ethical pension fund reflecting our team’s attitudes and needs.
- Staying healthy and well: Our team’s health and wellbeing is very important to us and we offer private medical, employee assistance programme, mental first aiders and a cycle to work scheme.
- Supporting our community: with a volunteering allowance we can give back to causes we are passionate about. Plus supporting and having fun together as a team.
- And more ...
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk
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Exports Co-ordinator
You will be a part of the Supply Chain team and be a key contact for our Asian markets.
Equality and Inclusiveness at Lily’s Kitchen:
At Lily’s Kitchen, we want to build and maintain a culture of trust and inclusion, one that empowers people to express every characteristic of their personal identity and experience. We’re committed to supporting and encouraging a diverse and inclusive workforce. That means that whatever your ethnic origin, religion, colour, gender, sexual orientation, gender identity, gender expression, age or status as an individual with a disability, you’ll get all the opportunities, respect and support you’d expect from a passionate business that cares about its people (as well as its pets).
We strongly encourage people of colour, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, parents and individuals with disabilities to apply. Lily’s Kitchen is an equal opportunity employer and welcomes everyone to our team. If you need reasonable accommodation at any point in the application or interview process, please let us know.
In your application, please feel free to note which pronouns you use.
Your place at the Lily’s Kitchen Table:
You will be a part of the Supply Chain team and be a key contact for our Asian markets.
Working closely with two other Exports Coordinators within our Customer Supply team you will have ownership of the order management and export documentation process as well as liaising with both internal and external stakeholders to ensure successful delivery to our customers.
How will I make a difference?
You will:
- Have ownership of key customers and manage orders/documentation processing.
- Implement and develop processes to support business growth in Asian and European markets.
- Ensure compliance with all local and international shipping regulations.
- Build strong customer relationships and proactively communicate order status to relevant parties.
- Support business preparedness projects ahead of Brexit and become a Supply Chain lead on subject matter.
- Liaise with external bodies including DEFRA, Chambers of Commerce, PFMA (Pet Food Manufacturers Association) etc.
- Build strong relationships with the warehouse, logistic partners and relevant government agencies.
- Have a commercial focus and a strong drive for efficiency and process improvement.
- Provide support to the International Sales team.
- Provider cover for other members of the Exports team.
- Provide support to the Sales & Operations Planning Manager as required.
How will I be successful?
- Minimum of 2 years exports experience within a Supply Chain function.
- Experience of working with Asian markets and local knowledge is essential.
- Exports documentation experience with knowledge of process required to obtain documents such as Health Certificates, Veterinary Certification, COO, EUR1.
- International exposure.
- The ability to speak other languages such as Mandarin, French, Italian etc would be desirable.
- Distributions and logistics experience will be advantageous.
- Strong interpersonal and relationship management skills.
- Comfortable interacting with all levels of the business and managing multiple stakeholders.
- Proficient in Excel and comfortable with data analysis using functions such as Pivot Tables, Vlookups etc.
- Comfortable working in fast paced environment and adept at adjusting to the demands of a fast-growing business.
- Continuous improvement Focus.
- Passion for personal development, and a drive to improve business processes and systems.
- Passion for our Lily’s Kitchen brand, product and philosophy.
- It goes without saying that you need to have a passion for pets.
Join the family
To apply send your CV and cover letter to: workwithlily@lilyskitchen.co.uk