WE ARE LOOKING FOR A

CUSTOMER SERVICE ASSISTANT

to deliver a great customer experience and take care of our highly treasured Key Accounts. 

 Full Time    |    Frugi HQ Helston

ABOUT FRUGI

With innovation and sustainability at the core, the Frugi Group is made up of four brands. The ethical and organic children’s clothing brand Frugi was born in 2004 with an aim to show that clever design, great ethics, and passionate people can help change the world!  Frugi Bloom followed shortly after providing a ‘bump to breastfeeding and beyond’ range with the same ethics and clever design to ensure longevity.

In 2018, we were acquired by our private equity partners, True Capital, who are B-Corp certified and share our vision for ethical business practices and a focus on people and the planet.  The Frugi Group was completed in 2020 with the purchase of sister brands TotsBots and Bloom & Nora, who, with over 20 years of experience, share the same values and principles of sustainability with their much-loved reusable nappies and period products.

As a group, we strive to be ethical in everything that we do.  Since the beginning, Frugi has always chosen to give back 1% of our turnover to charities each year.  So far, we have donated over £1million to brilliant causes, both environmental and child-focused.  Partnering with Eco-Schools and LEAF, we are combining both, inspiring our next generation of eco-heroes to protect our planet and enabling children to develop that essential connection with nature.  We are proud to have been awarded three Queen’s Awards for Frugi, with most recently the Queen’s Awards for Enterprise: Sustainable Development and International Trade in 2020. 

Our people are at the very heart of our brands, wherever they may be in the world, sharing our values and vision to make the world a better place.  We strive to create a working environment where our people are valued and can thrive and grow with us.  So far, we have expanded to over 200 permanent team members with even more joining us for our busy seasons.  We run an award-winning health and wellbeing program, continually invest in training and development and yes - we have eaten a lot of cake along the way! 

Having accelerated turnover year on year, we have a very exciting 5-year-plan ahead of us, as we stretch into new product ranges, new retail partners and new markets.  We look forward to giving all new members of the Frugi Group family a very warm welcome. 


ABOUT YOU

With a keen eye for detail and a passion for customer service you will be driven to deliver a great customer experience, which reflect Frugi’s brand values. Ideally, you’ll have a background in retail / account administration and be highly experienced in delivering gold standard Customer Service. You’ll be highly analytical and be brimming with ideas to continue to improve our customer’s experience. You’ll be great at building close working relationships internally and externally, with strong administration and problem-solving skills.  You’ll be computer literate and super organised with excellent time management skills and the ability to work in a fast-paced environment with tight deadlines.


YOUR ROLE IN A NUTSHELL

Based at Frugi HQ, in Cornwall, your role will be to assist in all aspects of Frugi’s customer service and take care of our highly treasured Key Accounts, making sure they are engaged and receive great customer service.


KEY RESPONSIBILITIES

  • Deliver outstanding customer service to all our customers.
  • Be competent in the standard operating procedures within the department.
  • Work with meticulous attention to detail.
  • Setting up Key and Trade accounts
  • Processing Key Account and Focus + orders, either by portal, Spreadsheet (CSV) or website
  • Processing Focus, Managed and Consumer website orders as required
  • Processing Key Account Product Information Forms (PIF’s) and trackers
  • Managing Key Account Consignment stock reconciliations and invoicing
  • Amending orders for customers
  • Calculating shipping costs
  • Processing returned stock and exchanges
  • Dealing with customers’ queries by email, Zendesk and telephone
  • Contacting customers as necessary to chase up pre-orders for forthcoming seasons and to chase payment
  • Generate invoices for customers.
  • Ultimately, taking responsibility for a Key/Trade account and working closely with Commercial Managers for that Key/Trade Accounts.
  • Ensuring orders are correct and assigned to the correct season / drop
  • Dealing with customer requests, changes and payment terms
  • Chasing payments where necessary, taking card payments, process bank payments x 2 per day
  • Adhering to the credit policy for stockists
  • Being sales-minded and upselling Frugi products where possible
  • Flexibility with assisting at trade shows and showrooms both in the UK and Europe

ESSENTIAL SKILLS

  • Previous experience working within a Customer Service / key account role.
  • Previous experience building close working relationships internally and externally.
  • Proven ability to deal with varied, busy workload.
  • Be detailed orientated.
  • Creative and innovative thinker and ‘out of the box’ problem solver.
  • Excellent communicator in the spoken and written word, with accuracy and great attention to detail.
  • Able to plan and manage individual workload with little supervision.
  • Super organised with excellent time management skills and the ability to work to tight deadlines.
  • Solid IT skills, with good working knowledge of MS Office programs and the ability to learn in-house systems quickly


WHAT'S IN IT FOR YOU?

  • We’re offering a full time, permanent contract, based at our HQ in Helston, Cornwall.
  • We’ll invest in you with a competitive salary of £19,500 per annum.

But it’s not just a job. At Frugi Group, we want you to feel passionate about our mission, be eager to make your mark within an ethical and sustainable business and become part of an incredible team. In return, we take good care of you through a range of initiatives and rewards, including:

  • A pension scheme to help you save towards the future.
  • A profit share scheme where you get to share in the success of our company.
  • A generous holiday allowance and the option to buy or sell some holiday.
  • A whopping 60% discount across our fantastic range.
  • An opportunity to volunteer, enabling you to give your time to a cause close to your heart.
  • Ongoing professional development supported with bespoke learning initiatives and training opportunities.
  • Career progression - as we grow, you’ll grow too!
  • Our award-winning health & wellbeing activities.

HOW TO APPLY

Send your CV and a covering letter stating why you are exactly the right person to join our team to [email protected]. Your covering letter is the perfect opportunity to showcase your personality and understanding of all things Frugi – so go for it!!

Closing date: 31st October 2022. We’ll be interviewing as we go along, so the role may close earlier than advertised. The early bird catches the worm!

Important: The successful candidate must, by the start of their employment, have permission to work in the UK. Please note that Frugi Group are not licensed to sponsor overseas workers.