Senior Customer Service Coordinator

Gym King was founded in 2015 and has grown from ‘bedroom brand’ to a leading athleisure company with £26m sales in the most recent financial period, available in 1,000 retail stores and online at thegymking.com. A highly entrepreneurial business driven as a tight, fast-moving SME.

Gym King believes that we are all fighting for something and that something can be achieved with the right mindset and self-belief. We believe that it is not just our products which set us apart, but also our people and we have an ambition to build a team of the most talented individuals in our industry.

The Role

The ideal Candidate will be passionate, enthusiastic, and hardworking with an eye for detail. You will be driven by a love for brand, product, and service to its customers. The successful candidate will be a strong team player who thrives from working in a fast-paced environment, a dynamic individual with a strong work ethic.

• Deliver exceptional customer service to a diverse portfolio of wholesale customers, including Key Accounts, Marketplaces, and Independent Retailers. Deliver excellent customer service to Ecomm customers and work with relevant teams.
• Act as the second point of contact for the Customer Service team, supporting the Customer Service Manager with day-to-day operations.
• Monitor daily workflows to ensure service levels and business KPIs are consistently achieved.
• Provide leadership and operational support by covering the Customer Service Manager during periods of absence, covering and holding meetings as required, creating daily/ weekly/ monthly reports, liaising with senior team.
• Manage customer order books to ensure monthly and annual sales targets are achieved, including:
• Create, monitor and maintain customer orderbooks – create orders, update stock and order line status
• Update stock availability weekly
• Manage Imagery to individual account requirements
• Planning order fulfilment with the Distribution Centre to meet agreed delivery schedules.
• Provide regular orderbook updates to customers
• Provide accurate weekly/ monthly figures to CS Manager
• Support customer accounts and Sales Team with ad hoc queries
• Support Independent accounts as and when needed
• Work across multiple IT systems to ensure orders as processed and queries resolved for Wholesale (Key Account, Marketplaces and Independent retailers).
• Build strong relationships with your accounts and internal teams with regular meetings.
• Work cross functionally to ensure we are constantly providing best in class customer service experience for both retail and e-commerce customers.
• Identify opportunities to improve customer service processes, recommending and implementing where appropriate.
• Maintain training documentation and train new colleagues, manage temp staff during peak periods.
• Produce and manage reporting to manage and track customer and business target performance.

• 4 or more years office-based customer service or Internal Account Administration experience.
• Excellent communication and teamwork skills
• Strong customer service, query and complaint handling skills via email/phone/ webchat
• Ability to work cross functional on wholesale account and e-commerce
• Take ownership of task from inception to conclusion
• Ability to multi-task and meet deadlines in a fast paced environment
• A highly organised self-starter with excellent attention to detail and time management skills.
• Resilient with good problem-solving skills.
• Strong excel skills are essential.

• Fearless
• Focussed
• Driven
• Resilient
• Team Player

The successful candidate will demonstrate behaviours that are aligned to these values.

• Salary commensurate with experience
• 25 days holiday (plus bank holidays) option to ‘buy’ up to 2 extra days – pro rata’d for the duration of the contract)
• Free onsite parking
• Relaxed and friendly working environment
• 50% Gym King discount for staff, friends & family
• 10 days sick pay (after completion of probationary period)
• Hybrid working (1 day a week work from home, usually on a Tuesday or Wednesday)
• Health Cash Plan (after completion of probationary period)
• GK profit related bonus scheme
• Flexible start (between 08:00-10:00) & finish (between 16:00 – 18:00) times
• Staff shop with heavily discounted sample Gym King products
• Cycle to Work
• Fully paid for annual staff party

Due to the nature of this role, the hours will be full time (37.5 hours per week) Monday-Friday, although a flexible approach is required.