Job Title: Customer Care Coordinator US
Location: Remote (Must be able to work in line with US business hours, with occasional flexibility to support UK operations during peak periods)
Company: Christy (www.christyhome.com) Key Responsibilities
Christy began its life back in 1850 and over the years has become a classic English brand; almost as English as strawberries and cream!
The Christy name is synonymous with quality and leading-edge design, being the No 1 Brand in towels in the UK. Our sumptuous bed linen heralds high thread counts, intricate embroidery and beautifully woven designs in classic & contemporary styling.
We are proud of our rich heritage, showing the first Christy towels at the Great Exhibition at Crystal Palace in 1851.
Customer Care Management (US & UK):
- Handle customer queries via email, chat, and calls across the brand’s websites and marketplaces in the US.
- Respond promptly and professionally to customer inquiries, complaints, and feedback.
- Collaborate with the UK team and provide support during high-volume periods.
- Maintain accurate logs and case histories using tools like Freshworks or similar CRM platforms.
US E-commerce Operations:
- Oversee order fulfilment processes across all US sales channels and ensure timely delivery.
- Coordinate with logistics partners and internal teams to resolve order delays or discrepancies.
- Create and manage sample orders for customer complaint resolutions.
- Track inventory and report any fulfilment gaps or system issues proactively.
Returns Analysis & Insights:
- Track and analyze return trends, identify recurring reasons for returns, and share actionable insights.
- Collaborate with internal teams (product, operations, merchandising) to suggest improvements that reduce returns and enhance customer experience.
Reporting & Performance Tracking:
- Prepare and present weekly/monthly reports on customer care and order fulfilment metrics.
- Analyze key performance indicators (KPIs), identify growth areas or dips, and provide data-driven action points.
- Ensure accurate reporting through tools like Excel, SAP, Freshworks and relevant dashboards.
Qualifications & Skills
- Strong proficiency in Excel (data sorting, VLOOKUP, pivot tables) and typing speed of 30+ WPM.
- Working knowledge of Shopify, SAP, and Freshworks is highly desirable.
- Excellent written and verbal communication skills in English.
- Ability to multitask, stay organized, and work independently.
- Must be able to work in line with US business hours, with occasional flexibility to support UK operations during peak periods.
Preferred Traits
- Proactive problem-solver with a customer-first mindset.
- Strong attention to detail and operational efficiency.
- Team player with the flexibility to take on new responsibilities and adapt to evolving business needs.
Job Type: Full-time
Pay: £23,500.00-£27,000.00 per year
Work Location: Remote
Reference ID: US - Customer service