Customer Care Representative

AtSuperfeet, we’re Designed for movement. Built to change lives . That’s not just our mission; it’s the energy we bring to everything we do. Why Join Us? At Superfeet, we're passionate about helping people move more comfortably and perform at their best. You'll join a collaborative and supportive team where your contributions directly impact customer satisfaction and business success across our UK and European markets. We are committed to creating an inclusive workplace where everyone feels valued, supported, and empowered to grow. About the Role We are looking for a proactive and customer-focused Customer Care Representative to support our UK and European business. In this role, you will act as a key point of contact for consumers, retailers, distributors, and internal teams, delivering outstanding customer service while ensuring the smooth processing of orders across the UK and EU markets. This is an exciting opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and has experience managing customer enquiries, order fulfilment, and international shipping requirements. This is a remote, UK-based position. What You'll Do Customer Service & Customer Experience Deliver exceptional customer service across phone, email, and digital channels. Respond to customer enquiries efficiently and professionally. Provide product information, recommendations, and order updates. Resolve customer issues and order discrepancies to ensure a positive customer experience. Meet or exceed service performance metrics, including response times, case resolution, customer satisfaction, and quality standards. Participate in ongoing product and systems training. Order Management & Logistics Support Manage customer cases and orders through Microsoft Dynamics 365 CRM. Process and monitor UK and EU orders, including drop-ship and international shipments. Ensure VAT, customs, duties, and shipping documentation are completed accurately and in compliance with regulations. Apply and communicate Incoterms (including EXW, FCA, DAP, and DDP) when processing orders and shipments. Monitor order holds, stock availability, and future orders, coordinating with Procurement and Operations teams as required. Troubleshoot shipment issues with third-party logistics providers (3PLs) and warehouse partners. Prepare commercial invoices, customs documentation, pro forma invoices, and related shipping paperwork. Process returns, warranties, credit memos, and return authorisations. Sales & Account Support Provide operational support for sales initiatives and key customer accounts including PGA and POP orders. Assist with new account setup, account reactivations, and distributor enquiries. Maintain accurate customer and account records. Support compliance with GDPR and applicable UK/EU trade requirements. Continuous Improvement Support reporting and analysis of UK and EU customer trends and order activity. Identify recurring customer issues and provide feedback to internal teams to improve processes and customer experience. Assist with testing new procedures, systems, and website functionality. Create and maintain customer self-service resources, FAQs, and knowledge base content. Collaborate closely with Sales, Finance, Logistics, Procurement, IT, Marketing, and Product teams on process improvements and special projects. What We're Looking For Required Skills & Experience Previous experience in a customer service, customer care, sales support, or order management role. Strong verbal and written communication skills. Excellent attention to detail and organisational skills. Ability to manage multiple priorities and work effectively in a fast-paced environment. Proficiency with Microsoft Office, including Outlook, Excel, and Word. Experience using CRM systems, ideally Microsoft Dynamics 365. Knowledge of international order processing and shipping (drop-ship) documentation. Understanding of VAT, customs requirements, duties, and import/export processes. Familiarity with Incoterms and international trade practices. Strong problem-solving skills and a customer-first mindset. Preferred Qualifications 2+ years of customer service experience. Ability to travel internationally for training and trade shows. Experience working with retail, sporting goods, consumer products, or specialty retail customers. Previous experience supporting UK and/or European markets. Experience with omnichannel customer support platforms including phone, email, chat, and social media. Exposure to automation tools, chatbots, or customer self-service platforms. Personal Attributes Customer-focused and solution-oriented. Detail-oriented with a commitment to accuracy. Adaptable and resilient in a changing environment. Collaborative team player with strong cross-cultural awareness. Able to build positive working relationships across departments and external partners. Superfeet Worldwide has the right to revise duties and responsibilities, without prior notice, in order to meet the needs of the company. Salary: £28,000 to £30,000 Annually Location: Remote – UK (Option to work in office at our Colchester location if desired) Normal Work Hours: 9 am to 5 pm GMT Benefits: Holiday pay, company paid sick pay, volunteer hours, company pension contributions and medical insurance coverage. And of course, free Superfeet insoles. Equal Opportunities Superfeet is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment regardless of race, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, marital status, or age.