Customer Service Representative, Wholesale, UK

Not all heroes wear capes — but plenty of them use toilet paper

Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion!

Funny name, serious business

We make eco-friendly products and donate 50% of our profits to provide clean water and help build toilets for the billions of people who lack proper access. So far, we’ve contributed over $18 million AUD (roughly $12.5 million USD) to fund sanitation projects around the globe. Basically, we’re really good at doing good.

With hubs in Australia, the Philippines, China, the US, UK and Europe, our amazing team of 200+ work to make the biggest possible impact for people and the planet. Over the next couple of years, we’re hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role

Most people know Who Gives A Crap as an e-commerce business (also known as direct to consumer, or D2C for short), sending toilet rolls from our own website to people’s homes. We also sell toilet rolls “Business to Business” (or, B2B for short), delivering rolls to cafes, hotels, offices, yoga studios, schools and more. We sell to retailers too - independent shops as well as big ones like Waitrose. Together this makes up our “wholesale” sales channel. It’s a really exciting new channel for the business because the more we sell, the more we can grow our annual donations and build even more toilets than ever before!

To support our commercial sales team, we are looking for a dedicated Customer Support Representative (Contract) who will interact closely with our UK business customers to ensure they receive top-notch customer experience.

If you worked here this past month here are some things you might have been involved in:

• Processing manual orders and managing new order systems

• Responding to inbound enquiries, directing our big sales leads to the sales team and working with our warehouse to update customers and proactively resolve issues

• Helping the sales team with the smooth onboarding of new customers, following up with lapsed customers

• Simple data handling in excel / google sheets to support our team reporting

• Be comfy communicating with our customers using email and phone

• Provide ad hoc admin support to the commercial team on simple projects

By excelling in this role, you will take full responsibility for managing our UK sales email inbox, telephone & ensure our customers have a great experience when reaching out to us.

We will need this person to be available during UK business hours. This role will be working from home first, but we have an office in Holborn, London used for in-person time too (2x a month). This role is a 12 month contract role with a possibility to extend and we’re open to candidates looking for full time or flexible part-time hours (Min. 4 days 30-40 hours/week, at least 10am - 3pm).

Let’s talk about you

You are a clear communicator

You excel at communicating with business customers by actively listening to their needs. You can clearly convey information and propose solutions, both verbally and in writing, in a way that is easy for them to grasp. Even in challenging situations or dealing with upset customers, you maintain a calm and friendly demeanour.

You have a knack for problem solving

Your primary responsibility is to address customer concerns and issues. Your problem solving skills allow you to actively identify the cause and find effective solutions in a few short steps. You’re also able to take the opportunity to learn from each case so that you can help our business gain helpful insights and fine-tune our approach to continuously improve.

You are careful

You will follow our processes to add data to spreadsheets which make our weekly reports. You will take the initiative to check that everything is ship-shape and spot when things look a bit wonky. You are also managing a busy inbox with lots of customer enquiries and can organise and prioritise these so nothing slips through the cracks.

You’re a quick learner

While previous retail/customer service experience would be helpful, we are looking for a candidate who is adaptable and able to quickly learn our products and processes - and eventually suggest ways to improve them!

You are customer-oriented

You believe good customer service always starts with a human touch - you know that your customers appreciate genuine connections and empathetic responses, which fosters trust and satisfaction. In addition, delivering a good experience means being detail oriented and organised - even small details can significantly impact the customer experience, whether it's ensuring accuracy in information provided, maintaining consistency in service delivery, or following through on commitments. You love to solve a problem in as few communications as possible.

You give a crap

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!

Why should you work with us?

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp!) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well, we couldn’t be more proud of that.

Have you made it this far?

If you’re still reading, we think there’s a strong chance you might be our kind of person. Here’s the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don’t check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.