About the Role
We are seeking a highly organised and dedicated professional to join our Customer Service team as a Trade Concierge. This key role is responsible for providing seamless premium experiences for our Trade clients, including interior designers, architects, and commercial buyers.
Key Responsibilities
* Oversee the full lifecycle of Trade orders, ensuring accuracy in every detail.
* Proactively communicate with clients to provide updates on deliveries, stock, and service timelines.
* Resolve post-sale concerns such as damage claims or delivery issues quickly and professionally.
* Liaise with internal teams – including Customer Service, Despatch, Warehouse, and Showrooms – to prioritise Trade client outcomes.
* Support the Showroom team with Trade-related follow-ups where needed.
* Use AI tools and CRM systems to manage customer communication, track open actions, and reduce admin.
* Maintain a monthly service performance report, identifying trends and improvement opportunities.
Requirements
* You bring a background in retail, hospitality, logistics, call centres or front-facing service roles, with a focus on high-volume communication across voice and digital channels.
* You're confident using systems like Salesforce, Microsoft Dynamics, SAP or similar CRMs – and eager to adopt AI tools that help streamline workflows.
* You thrive in fast-paced environments, can juggle multiple tasks, and solve problems calmly and efficiently.
* You have exceptional communication and relationship-building skills, both written and verbal.
* You're a team player who's adaptable, positive, and driven by a passion for premium customer service.
* Previous experience in a Trade or Commercial customer service setting is desirable but not essential.
Why You'll Thrive Here
* Daily perks: freshly brewed coffee from our onsite barista - fuel your day with a perfect cup.
* Generous discounts: handsome employee and family & friends discounts on our premium products.
* Family first: paid parental leave to support you through all stages of life.
* Career growth: be part of a fast-growing, innovative company that values your professional development.
* Collaborative culture: join a supportive, values-driven team that celebrates passion, integrity, collaboration and innovation.
* Fun, engaging environment: regular team events and opportunities to connect, learn and grow.
Our Values
Passion, Integrity, Collaboration and Innovation are the heartbeat of our organisation. These values guide everything we do, from the products we design to the culture we foster. If you share our values, you will thrive here.