Customer Service Assistant DTC

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

Customer Service Assistant DTC
High Wycombe (Hybrid Working/ Remote Possible)
Attractive salary & benefits
3 Month Fixed Term Contract
 
 
Let's Talk About You
You’re ambitious, but you want a career with purpose—we love that. You’re up for a challenge and ready to write the next chapter of your career story with a great group of encouraging colleagues. You want to make your mark and let your personality shine. Well, if you’re interested in our Customer Service Assistant role, this might be your next step! We are looking for someone who has experience with Shopify or Zendesk to join Edgewell Personal Care – a global consumer goods business with a portfolio of over 25 brands (Wilkinson Sword, Schick, Hawaiian Tropic, Carefree, Bulldog Skincare for Men, Jack Black and recently acquired Cremo Grooming… just to name a few!).

Now, Let’s Get Down to Business 
As Customer Service Assistant (DTC), you will play a crucial role in supporting the end-to-end process of our direct-to-consumer operations. You will achieve this by delivering outstanding customer support, building brand loyalty, and ensuring a seamless shopping experience for our customers. Examples include handling inquiries, resolving issues, and supporting the operational needs of our DTC business. This role is ideal for someone who is detail-oriented, proactive, and has a passion for delivering exceptional customer experiences.

Here’s a sample of what you’ll get up to:

•    Manage all customer tickets via Gorgias and work on maintaining accuracy of AI responses.
•    Respond promptly to customer inquiries and concerns through various communication channels (Gorgias, email, chat,).
•    Address and resolve customer complaints, product issues, and order discrepancies in a professional and empathetic manner.
•    Handle refunds efficiently via Shopify while ensuring a positive experience for the customer.
•    Provide accurate product information and recommendations to assist customers in their purchasing decisions.
•    Collaborate with wider business functions to address and resolve any issues related to products/order.
•    Collaborate with the warehouse team and 3PL to resolve shipping and delivery issues.
•    Collect and share customer feedback to improve product offerings and overall experience.
•    Identify patterns in customer inquiries and recommend process improvements
•    Support DTC Manager with maintaining accurate inventory levels.
•    Work closely with the Supply/Demand Planning Team to ensure product availability and prevent stockouts.
•    Represent the brand with a customer-first attitude, maintaining a positive and professional tone in all interactions.

Are You Ready to Show Us What You’ve Got?
We’re looking for someone with similar experience, particularly with Shopify/ Zendesk or equivalent, ideally gained within an FMCG or Cosmetics business. While your experience is of course important, we’re all about making useful things joyful, so we love when our prospective candidates are passionate about this too.

Here’s what we are looking for:

•    Previous experience in a similar role or a strong understanding of DTC operations.
•    Must have experience with Gorgias and/or Zendesk 
•    Good understanding of Shopify 
•    Excellent organizational and multitasking skills.
•    Strong attention to detail and accuracy
•    Effective communication skills, both written and verbal.
•    Proficiency in Microsoft Office Suite
•    Experience with DTC platforms/tools (e.g., Shopify, Gorgias, Zendesk, Yotpo, ReCharge, SAP)

What we offer 
Benefits: Competitive salary, Hybrid or Remote working possible, employee assistance programme, life assurance, discounted Edgewell branded products, core working hours, 25 days annual leave, free beverage & snacks, free parking onsite, sports & social club membership, casual smart dress code and a great boss!
 
Now Take the Next Step
If you’re looking forward to progressing your career with us, then we’re looking forward to hearing from you. Please email an up-to-date CV in English along with your salary expectations. Alternatively, feel free to pass onto your teammates who may be interested. For information about this great company, visit www.edgewell.com 

#INT

Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.