Ted’s Guide to what the Customer Service Operations Administrator does around here
Ted’s Mission Statement
Our Mission is to build a successful company through the creation of a leading designer brand. By conducting ourselves in an
efficient
and
courteous
manner and by maintaining Ted’s high standards and
integrity
, we pride ourselves in always being in a position to satisfy the needs of our customer. In order to protect the
ethos
and
persona
for which we have gained an enviable reputation, we always ask ourselves the question:
‘Would Ted do it that way?’**
Where does this role fit within Ted's Team?
The role of the Customer Service Returns Administrator is to be responsible for assisting the Customer Service Executive with all operational and administrative tasks within Teds Customer Services.
Returns and refund processing, payment and financial management of ecommerce orders. Oversight of low level management of CS systems, processes and projects. Interactions with wider business on customer experience impact,
Reports to: Customer Service Operations Executive
Main responsibilities
- CUSTOMER SERVICE OPERATION SUPPORT – provide CS system order support during times of need – as well as upholding current administrative requests (e.g. Payments/Refunds/Order or system errors).
- RECRUITMENT PLANNING – Assist CS Manager in the forecasting and budgeting for CS operational recruitment numbers, training plans and peak preparation periods for the CS UK/US teams. This includes the raising of PO’s for Temporary Staff and Receipting of Invoices.
- REFUNDS - Be Responsible for all territory refunds into customer service and the financial action of these payments. To also look after the discrepancy, returns spreadsheets: UK/EU/US/CA/AUS and ensure are all competed within the specified SLA.
- GIFT CARDS – proficiently check, amend or load gift cards manually to assist the CS Team, oversee discrepancies on GC/EGift Cards in addition to loading /goodwill that needs to be offered in CS or in Standalone Store occurrences.
- RESPONDING TO CUSTOMERS - queries will arrive through allocated tickets, emails, letters and Live Chat – all managed through a customer contact system. Respond professionally from a Ted Baker perspective, working closely with CS Customer Service Team and Management within the required SLA’s and KPI’s.
- CUSTOMER RETURNS - Control of all aspects of Ted’s Customer return discrepancies – Out of Period Returns, damage assessments, orders with no information and cross-reference to CS systems (Hybris, AX, Zendesk for further info) for rectification.
- REPORTING – Provide daily reports regarding return volumes and estimated SLA’s for return processing in the WH. Including financial returns, item discrepancies and trends and the outcome of return decisions.
- DAMAGE RETURNS ASSESSMENTS – Oversee the returns of Faulty, damaged or potentially worn goods coming back to Ted Baker and ensure the relevant following procedures are completed. This will take place on the warehouse floor while working with and advising Warehouse operatives.
- EXCHANGES AND REPLACEMENTS – Systematically arrange exchange orders or replacement goods upon request of a customer and ensure quality control is maintained throughout.
- LETTERS – Compose all customer facing letters that need to be sent out alongside returned or incorrect/faulty items returned to the Warehouse location. In addition to managing any incoming post into the CS team.
Success Measures
- All payment queries, APM’s and Processes are completed daily.
- Assist in achieving an increased efficiency in CS workflows and procedures in regard to all back-office developments.
Tools of the Trade…
- Microsoft Office tools, particularly Excel, for generating and managing spreadsheets.
Personal traits…
- Confident at problem-solving, good time management and organizational skills.
- A good eye for detail.
- Able to prioritise workload based on business needs and commercial awareness
T
ed’s Core Competencies…
- Satisfy the needs of our customer, always
- Pursue growth and opportunities through initiative and proactivity
- Build open and honest relationships with clear communication
- Create a positive team environment, encourage collaboration
- Be proud, passionate, motivated, committed
- Take ownership, be accountable
- Encourage organisation, high standards and efficiencies
Getting Green with Ted…
We are always looking for ways to reduce the amount of Carbon, Water and Waste that we produce as a business, and to add sustainability into every decision made within Ted Baker. Your role will incorporate reducing Ted’s impact on the Environment and you will be instrumental in helping us make the business that bit more sustainable.
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