Customer Service Specialist (Wholesale)

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Australia & New Zealand Growth

As Jellycat continues its journey around the globe, an exciting new chapter is unfolding across Australia and New Zealand. These vibrant and creative markets represent an incredible opportunity to introduce even more people to our world of whimsy, softness and imagination. Building our presence in ANZ for the very first time means bringing together talented individuals who share our passion for creating joyful experiences and meaningful connections. As our community grows, we are looking for people who can help nurture our culture, champion our values and play a part in shaping the future of Jellycat in this special corner of the world.

About the Role

We are looking for a Customer Service Specialist to join our team. This role will play a key part in supporting our wholesale and retail partners as Jellycat continues its transition to a direct business model. You will be responsible for delivering an exceptional customer experience, managing customer enquiries, and ensuring smooth order processing and account support across your customer portfolio.

You'll be

- Acting as a primary point of contact for wholesale customers and retail partners
- Delivering a high standard of customer service across all customer interactions
- Managing orders from placement through to fulfilment, ensuring accuracy and efficiency
- Responding to enquiries relating to products, orders, deliveries and account information
- Building strong relationships with customers to support long-term partnerships
- Working closely with Sales, Supply Chain and other internal teams to resolve issues and improve service levels
- Monitoring customer requirements and proactively identifying solutions to support their needs
- Maintaining accurate customer records and order information within internal systems
- Supporting the delivery of a seamless customer experience throughout the customer journey
- Contributing to continuous improvements in processes and service standards

You'll have

- Previous experience in a customer service, customer experience or sales support role
- Experience working with wholesale, retail or B2B customers
- Strong communication skills with the ability to build positive customer relationships
- Excellent organisational skills and attention to detail
- The ability to manage multiple priorities in a fast-paced environment
- A proactive and solutions-focused approach to problem solving
- Confidence working collaboratively with cross-functional teams
- Experience using customer service, ERP or order management systems
- Good commercial awareness and customer-centred thinking
- Strong Microsoft Office skills, particularly Excel and Outlook