Salary:  £ 26,000

Summary of role and responsibilities:

• Support the Alex Monroe Wholesale team in the processing and administration of wholesale orders.

• Become an integral point of contact for the Alex Monroe brand, understanding our clients’ requirements, whilst reflecting the company’s ethos, and position in the market. 

• To be responsible and the main point of contact for wholesale logistics for the wholesale department ensuring a seamless service is delivered to all AM stockists.

Specific Responsibilities Admin:

Point of Contact:

• Establish and maintain strong, positive relationships with all Alex Monroe Wholesale customers, becoming their point of contact for placing orders. 

• Process and manage all Wholesale orders within the Netsuite ERP system and B2B platform JOOR, managing client requirements and expectations appropriately.

• Respond promptly to general order queries, requests for images descriptions and prices.

• Liaise with customers to advise and confirm stock availability and shipping eta.

• Take responsibility for keeping client records up to date within Netsuite and on department documents i.e Stockist Bible, JOOR and updating stockists records in relation to shipping requirements and agreements. 

• Assist in promoting the Alex Monroe showroom, organising sales appointments, and running the wholesale diary.

• Contribute ideas and suggestions which focus on growing business with future and existing clients.

• Be the main point of contact for our North American Sales rep: processing orders, confirming stock and estimated delivery dates and organising invoicing and payment prior to dispatch.

Stock Management:

• Be the lead in managing stock for the department, to both maintain levels and ensure orders can be fulfilled within the required lead time.

• Take the lead on pulling monthly stock reports to forecast orders with the production team. Refer to these and place stock orders as required.

• Raise specific customer orders with the Alex Monroe Production team, where required.

• Work closely with the Production Coordinator to ensure that stock levels within the Wholesale department are maintained at a sufficient level for key accounts i.e. John Lewis, Liberty, Fortnum & Mason and Fenwick. 

• Ensure that all forward orders are planned in advance and monitored up to the point of delivery, keeping customers informed of any issues.

• Ensure that all stock received from Production is received and stocked in correctly on Netsuite

• Using Netsuite, ensure that all stock is allocated to orders correctly

• Be in the lead in problem solving, liaising with all departments to fulfil orders and manage any unforeseen delays in wholesale stock orders. 

• Take the lead on allocating all stock to customer orders, ready to hand over to Wholesale Dispatch.

Wholesale Team Support:

• Receive, raise and confirm orders from Alex Monroe’s global stockists and clients. 

• Maintain good stock levels on all packaging and stationery for the wholesale department.

• Ensure that there is a sufficient level of customer required product tickets at all times. 

• Raise orders as and when required from various different suppliers of the required labels i.e. Fortnum & Mason and John Lewis. 

• Collate sell-thru reports / sales analysis / product feedback, etc. constructively feedbacking to the team regularly.

• Update and maintain the department imagery dropbox. When new imagery is uploaded, ensure it is shared with all relevant stockists when required. 

• Work closely with Wholesale Dispatch to ensure orders are processed and passed on in a timely manner so that confirmed delivery windows are met. 

• Take the lead on updating product information on B2B platform, JOOR

Additional Responsibilities:

• Assist with Trade Show set up and pack down when required

• Potential for some UK and overseas travel to assist on trade shows and appointments with the possibility of overnight stays.

• Occasional working weekends / evenings for events and sales trips.

• A supportive and proactive member of the Alex Monroe Team, bringing forward ideas for improvements within the business, contributing feedback alongside offering solutions.

• Be the final point of review for quality control of all stock that is shipped to stockists from the wholesale department. 

Company Responsibilities:

• Liaise constructively and build good working relations to support Alex Monroe in maintaining a positive and friendly working environment for all employees.

• Develop and maintain clear communication to all other departments and colleagues. 

• Proactively participate in our company goal to be environmentally conscious and sustainably minded.

What you will bring to the role: 

• An experienced wholesale administrator with experience in both admin and logistics. 

• Good administrative and numerical skills

• Excellent organisational skills

• Excellent customer service and interpersonal skills. 

• Competent in Microsoft packages, experience using inventory and sales programmes such as Netsuite is preferable. 

• Passion and enthusiasm that is exuded and infectious to others!

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Generous staff discount

• Generous family and friends discount

• A Birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

To apply please upload your CV and cover letter explaining what you can bring to the team by the 21st April 2023. 

Salary: £27,000

The Role:

To oversee the running of Alex Monroe Customer Care department - encompassing Live Chat, Freshdesk, Email, telephone enquiries, and our Repairs & Reconditioning service.

Ensure the creative heart of the Alex Monroe brand is always maintained across all aspects of Customer Care.

Ensure your team constantly provides above-and-beyond customer service, in a warm and welcoming manner. Encourage them to develop and maintain friendly and ongoing relationships with customers wherever possible.

As necessary, work with the Marketing, eCommerce & Retail teams to ensure a collective approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

Support and resolve Customer Escalations that might arise via eCommerce, Retail and Repairs.

Specific Responsibilities :

Customer Care:

• Work with the design director to develop a clear and innovative strategy for Customer Care, keeping our customers at the heart of this.

• Train new staff members on all things ‘Alex Monroe’; from our sales style, tone of voice, policies, systems and procedures, to brand and product knowledge, encompassing our important repair and reconditioning aftercare services.

• Develop your own encyclopaedia-like knowledge of the Alex Monroe brand, and all of our jewellery.

  Work with our Bespoke Manager to ensure you are highly literate in our Bespoke service and can potentially work with customers on the first stage of their Bespoke journey.

• Maintain great communication, from feeding back immediate product issues to our Production Team, and your achievements and “Small Successes” across the company.

• Ensure our Customer Care communications have a company-wide focus, to maximise sales opportunities and display an ‘above and beyond’ approach.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report to the Board Work with the Finance Director on monthly/yearly budgets for forecasting, and report on Customer Care figures when necessary.

Repairs:

• Work closely with the Head of Production and Repairs Technician to ensure that repairs are delivered in a timely manner.

• Ensure any product issues or quality control concerns are highlighted with the Head of Production.

• Support our Repairs Admin by answering any queries and taking over any escalation issues.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report on Repairs figures when necessary. 

Excellent people management:

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team.

• Demonstrate leadership by delegating and playing an active role in all customer care tasks.

• Determine the needs for staff coverage on phones, Freshdesk, and Repairs.

• Monitor and manage holidays and sickness, supporting your team and maintaining their well-being.

• Provide ongoing and ‘in the moment' feedback and support to the individuals in your team, offering new challenges and development opportunities where possible.

• Ensure your team receives consistent on-the-job training, from new pieces and collections to any changes to our policies and systems. 

Additional Responsibilities:

• Act as a pillar of support for customer-related queries across the company, balancing problem-solving with keeping the customer’s best interest at heart - in line with the brand’s ethos.

• Seek information, and continuously develop knowledge about the brand positioning and the jewellery marketplace.

• Support Alex Monroe in developing and maintaining a positive and friendly working environment for all employees.

• Promote good teamwork, liaising constructively with clear communication with your team, and colleagues in all other departments.

• Be a proactive member of the Alex Monroe Team. Attend Marketing and Management meetings, and bring forward ideas for improvements within the business, alongside contributing feedback and offering solutions to other points raised.

• Proactively participate in our company goal to be environmentally conscious and sustainably minded.

What you will bring to the role:

• Experience on CRM, specifically Freshdesk Software is preferable

• Prior knowledge of jewellery, metals, diamonds and gemstones would be beneficial

• Excellent attention to detail

• Good administrative and organisational skills

• An interest in operational procedures and continuous improvement on them

• Excellent customer service and interpersonal skills

• Passion and enthusiasm that is exuded and infectious to others!

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Generous staff discount

• Generous family and friends discount

• A Birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

Please upload your CV and covering letter explaining what you can bring to our team by Wednesday 16th November. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.

Salary: £35,000 - £40,000

With the Design Director, develop a clear and innovative strategy to grow our Wholesale business, with a specific focus on expanding our export portfolio - ensuring it is executed to a high standard, to specific deadlines.

Ensure the efficient and professional running of the Wholesale department, with your team consistently providing above-and-beyond customer service for our clients, in a warm and welcoming manner, developing and maintaining friendly, on-going relationships.

As necessary, work with the Marketing, Retail and eCommerce teams to ensure a joined up approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

As a member of the Management Team, provide support by ensuring the smooth running of the Snowsfields office and proactively build excellent working relations across all teams, taking a company-wide overview.

Strategy and business development

• Research, develop and deliver a strategy for growing and maintaining and our Wholesale business, with a clear focus on overseas growth.

• Work with our Press and Marketing Manager to ensure that this is supported by Marketing activities.

• Ensure your ideas are translated into a clear and detailed sales and marketing plan, with specific and measurable objectives - to ensure that the strategy is delivered.

• Report on the progress against the plan on a regular basis to the Design Director.

• Working closely with the Marketing Team to promote our stockists, ensuring that the brand’s strong values and identity are maintained.

• Be a supportive and proactive member of the Management Team, attending meetings and contributing feedback, ideas and solutions.

• We would also love to hear new strategies! From diversifying the products we sell, to franchising the brand…how can you help us explore and develop new opportunities in markets, such as the US?!

Excellent management of the Wholesale Department :

• Develop a wide knowledge and overview of our global Wholesale clients and their requirements.

• Provide the Wholesale team with direction, training and mentoring to ensure the department runs smoothly, all orders are processed in a timely fashion and that leads are followed up as quickly as possible. Assist members of the team with these tasks when necessary.

• Ensure customer databases are kept up to date, for existing and potential clients.

• Work as a team to build and maintain prospective and existing stockist relationships, by visiting stores or receiving clients on site at Alex Monroe.

• Oversee logistics for UK and International trade shows, working with our Visual Merchandiser on the look and feel of our stand.

• Prepare for shows by ensuring all contacts held on our databases are invited in good time, and attend the shows with members of the team, meeting with existing and prospective customers.

• Research and make recommendations for new UK and International trade shows for the company to attend. Oversee the management of our top accounts, maintaining relationships, interest and energy – alongside good stock levels.

Excellent people management:

• Oversee the smooth running of the Wholesale team, providing direction, training and mentoring to ensure the department runs smoothly.

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team, assisting colleagues with tasks when necessary.

•  Assess efficiencies within the Wholesale team, outsourcing specific tasks or skills wherever is appropriate to save time, and therefore long-term costs.

• Develop and agree on clear and appropriate roles and responsibilities for individuals

To apply please upload your CV and covering letter explaining what you can bring to the team by 20th February 2022. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.