Customer Service and OMNI Advisor

Mulberry Job Opportunity

Born in 1971, the roots of Mulberry are in Somerset, England. For more than fifty years, Mulberry has been a British lifestyle brand, internationally acclaimed for quality and design capturing the Mulberry Spirit.

Sustainability has been part of the Mulberry ethos since the brand's inception, in recognition of our purpose-driven approach, in 2024 we proudly achieved B Corp Certification.

Today, we are a global brand, but our values remain the same; we are committed to improving our impact on people and the planet. To do this our people are honest, dynamic, and community spirited.

If these are values you share, we would love you to join our team.

Job Purpose

Be part of a central team delivering a professional, seamless, and proactive service to Mulberry clients requiring information or assistance across a variety of topics and platforms. Resolve any issues to the satisfaction of all parties. Reflecting the Mulberry values and integrity of the brand.

Key Responsibilities and Accountabilities

Customer Service

• Create a welcoming experience for all clients using the Mulberry brand values.
• Take ownership and responsibility for all client contact (email, phone & chat) ensuring a swift response/resolution.
• Respond to incoming correspondence in accordance with agreed procedures and standards across email, telephone, live chat, and our social channels.
• Be proactive within the team and recognize workload priorities.
• Undertake ad hoc administrative duties as requested.
• Show a willingness to complete tasks within a given time scale.
• Adhere to deadlines.
• Keep up to date with current Mulberry media/press happenings.
• Be aware of the latest trends and movements within the fashion industry.

OMNI Order

• Partner closely with OMNI Operations & Fulfillment Specialist to manage out of stock/save sale orders
• Partner closely with US B&M team and Store leaders to action needed stock movements
• Support and communicate with customers regarding OMNI orders to ensure we meet SLA regardless of stock availability

Team

• Be an extension of the central Customer Services team and actively participate in training and meetings
• Partner with the Retail Experience Experts to ensure a seamless and memorable experience for customers
• Gather and report out "Voice of Customer" and other company KPIs to Head of Digital & Third Party

Brand

• Understand and demonstrate the Mulberry employee values and behaviors: Be Bold, Be Imaginative, Be Open, Be Responsible.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

Personal Development

• Must be self-disciplined with excellent organizational and prioritization skills for ultimate efficiency combined with resilience and flexibility to stay calm and work under pressure to deliver excellent customer service
• Excellent communication skills, written and verbal
• Computer literate with excellent knowledge of MS Office
• A strong understanding of Social Media Platforms and Social Studio
• Works cooperatively and effectively with others in a team to achieve shared objectives
• Reliable, punctual, and quick thinking
• Ability to multitask
• Displays strong interpersonal effectiveness
• Can identify and understand individual client needs, wants and expectations
• Customer services experience is essential
• Experience in a luxury retail sales environment is advantageous

Culture

• Embrace and demonstrate the Mulberry values and behaviours: honesty, dynamism, and a community-oriented spirit.
• Support Mulberry to deliver an inclusive culture, through behaving in a way that is open-minded and respectful towards others, and understanding that your views, opinions, and experiences may not always be shared by your colleagues.
• Act as an ambassador for Mulberry and communicate positively about the brand.

Sustainability

• As a certified B Corp, we are committed to using business as a force for good. You'll be encouraged to incorporate environmentally and socially responsible practices into your work, supporting our Made to Last strategy across Climate, Circularity, and Community.
• Help foster a culture where diversity is celebrated and every individual feels valued, respected, and included. Champion equity, empathy, and understanding in all interactions - internally and externally.

Preferred:

• Bilingual (English/Spanish)
• Experience using Salesforce, WorldShip, Manhattan, Prima, Tulip, Aptos, Hybris

Other:

• 40 hours a week, Monday to Friday
• Cover during peak sale periods & holiday will be required
• $49,000 - $54,000 a year

Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications, skills or experience and as they relate to the particular role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us at View email address on click.appcast.io.