Trade Aftercare Executive in London, England at OKA Direct LTD

ABOUT OKA

Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well.

We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British-born, today we have 13 stores across the UK, an established Interior Design and Trade business, a mail-order service and a thriving website.

​We are currently looking to recruit a full-time Trade Aftercare Executive on a full-time contract to support our Trade Team, based at our store in Chelsea, London. The successful candidate will be managing and assigning workload to two part time assistants.

We operate a hybrid working model: three or more days from the office, the remainder of the week from home.

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ABOUT US

We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Trade Aftercare Executive with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.

Reporting directly to the Trade Manager, the Trade Aftercare Executive is responsible for managing all Customer Service related matters and after sale issues to provide excellent Customer Service for Trade Customers. ​

KEY RESPONSIBILITIES

Administrative Duties

• Improve daily tracking of all Trade orders and deliveries
• Manage all Customer Service and Delivery phone and email enquiries. Prioritise urgency.
• Ensure all orders are fulfilled and any delays are proactively communicated to customers.
• First point of contact to provide delivery information to customers utilising the tracking information.
• Feedback customer comments and issues. Find creative solutions to all difficulties. Identify and prevent recurring problems.
• Support basic administrative tasks such as filing VAT documentation and maintaining accurate order records.
• Develop a full order compliance project management system to ensure all orders are on track with required/promised lead times.
• Other responsibilities as required at the direction of the Trade Manager.

Customer Service

• Respond to all after sale enquiries within 24 hours.
• Provide a friendly, courteous and professional service at all times. Deal positively with all customers in a timely manner.
• Manage the clients’ returned goods in accordance with OKA policies and understand consumer rights.
• Represent the OKA brand with a service-focused mindset and attention to detail.
• Use initiative and commercial awareness to support team efforts in growing trade relationships.
• Work in collaboration with colleagues in the Trade team and across the business to achieve the set objectives.
• Role-modelling our Company Values and Behaviours

OUR VALUES​

• Put the Customer First - provides exceptional internal and external customer service at all touchpoint
• Be In It Together - approachable, personable, committed to shared success
• Think Big - creative, innovative, solutions orientated
• Own It - curious, persistent, drives results
• Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity

ABOUT YOU

• At least 2-3 years of experience in a Customer Service role in a fast-paced company, experience in a B2B trade role is advantageous.
• Excellent team player – collaborative and people driven.
• Highly organised with excellent time management and organisation skills.
• Positive attitude, adaptable, flexible approach to work.
• Understanding of data processing, workflow and efficiency.
• Strong ability to identify and overcome problems and find solutions.
• Proficient in MS Office with high competence in Excel.
• ·Previous experience of NetSuite and Salesforce beneficial
• Excellent communicator, especially telephone manner: professional, clear, positive, upbeat, patient & friendly.
• Flexible to support business needs during peak periods or occasional weekends. A creative, problem-solving spirit
• Passion for the OKA brand

OUR BENEFITS PACKAGE

• 33 days holiday (including bank holiday entitlement), pro rata, plus Length of Service increases
• Day off for your birthday
• Health Cash Plan
• Generous staff discount
• Enhanced Maternity Pay
• Employee Assistance Programme
• Eligibility for a discretionary company Bonus Scheme
• Discounts on 60+ UK retailers via My OKA benefits platform
• Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more

If successful you will become part of the OKA family, a fast-paced and dynamic business. If you would like to apply for this position, please send your CV and details of your salary expectations, notice period and right to work information via the link provided.

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