Our portfolio companies are always looking for great people. Apply to the opportunities below or send us your profile.

Customer Returns Coordinator at ROLI
London, GB

ROLI is looking for a diligent and proactive Customer Returns Coordinator (Contract) to own and manage our product returns process.  Please note that this is a 3 month contract with potential to extend.

You will play a critical role in the smooth running of our B2C returns procedure at ROLI, ultimately bridging the gap between our Customer Support and Logistics teams. As well as the day to day management of our returns process, you will also have the opportunity to reshape and improve our processes by suggesting and implementing new and actionable solutions. 

Within our Operations Team, you will represent the customer facing edge of ROLI and manage all aspects of the return process, providing a superb customer experience by closely communicating with customers throughout the process. Within Logistics you will be responsible for all aspects of the return process including: creating labels, receiving a returned product, shipping out a replacement product, providing a refund, arranging a repair and processing payments.

What you’ll do:

  • Liaise with Support, Logistics and our warehouses to ensure timely resolution of returns
  • Liaise with Support to manage customer communication on returns, replacements, refunds and repairs
  • Create shipping labels, send sales invoices for repairs and track returning items 
  • Perform data entry and synchronise information across multiple systems
  • Process orders, payments, fraud checks and refunds with accuracy and precision and reconcile with our Finance team
  • Liaise with our warehouses to receive and sort incoming shipments, and approve contents and replacements 
  • Manage daily repair and replacement shipments from the London ROLI site and warehouses
  • Provide sales support to our customers (provide quotes, order status updates and amend orders if necessary)

What you’ll need:

  • Demonstrable experience and success shipping goods internationally within a commercial environment 
  • Exceptional attention to detail with excellent written English
  • Excellent organisational and time management skills
  • A proactive approach and willingness to improve current processes 
  • A strong work ethic and the ability to multitask under pressure 
  • Experience and success working with customers 
  • Excellent interpersonal and communication skills with the ability to work effectively within teams as well as independently
  • The ability to adapt in a fast-paced and changing environment

Bonus Points:

  • Experience with Oracle NetSuite and Shopify
  • Familiarity with Google Suite and Excel
  • Experience with a Support Desk such as Freshdesk or Zendesk and Livechat
  • Fluency in additional languages
  • Availability for an immediate start 
  • A passion for music and technology

ROLI offers:

Every member of the ROLI team benefits from:

  • A great working environment, featuring daily complimentary homemade vegetarian lunches as well as fresh baked bread, limitless home­made GOLDnola
  • A dedicated company-wide Hack Day every four weeks to expand your skill­s
  • Frequent friends and family events

Our permanent team members also get to enjoy:

  • A competitive health care cash plan
  • A company pension scheme
  • 23 days holiday with 2 additional social impact days and the standard 8 statutory holiday days
  • 20 hours per year dedicated to volunteering within the local community
  • ‘Lending Library’ of all ROLI products
  • Team member discounts on ROLI products
  • Wellness programme including monthly massages and weekly yoga
  • Apple laptop and relevant software licenses for your role and beyond
  • Generous Parental Leave policy
  • A generous bike-to-work scheme plus in-house bike storage

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