E-commerce Customer Service Representative, Carl Friedrik
Luxury Brand
More information about location
Travel goods brand
Open for applications
Travel goods brand
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To empower modern professionals in all areas of their day-to-day lives with our unique blend of intelligent design, fine craftsmanship and long-lasting quality.
Role
Who you are
- Experience in a customer service or customer-facing role
- Technical understanding of order management software and e-commerce platforms
- Native level English
- Passionate: You’re passionate about your role, your team, and serving our customers
- Proactive: You act without being told what to do and have the ability to self-handedly push a new project to the finish line
- Strong communicator: Both within the team and externally (excellent written/verbal skills)
- Creative: You express creativity in your approach to problem solving. You always ask if there’s a better way to do something
- Problem solver: You are able to come up with creative and logical solutions to problems and action them with no assistance
What the job involves
- We are looking for a motivated and talented individual to join our team as Customer Service Representative. Someone who is passionate about customer experience and driving improvements is a must
- This will be a fast-paced and intensive role as you will work closely with the E-Commerce Customer Service Manager, helping to solve customer queries and improve customer support KPIs
- To be the face of Carl Friedrik for the customer, staying up to date with all new projects and developing a strong understanding of our brand and products
- Provide knowledgeable and confident answers to customers on all platforms (online chat, email, social media, and phone)
- Display initiative and an ability for problem solving
- Action customer requests across a variety of e-commerce tech platforms and software
- Liaise with our warehouse to help track shipments for customers and adjust orders accordingly
- Liaise with our Global Payment System to help monitor customers payments/refunds, and returns
- Building strong rapports with customers, going above and beyond to help solve their queries
Salary benchmarks
Our take
Premium luggage can often feel either overly flashy or purely functional but Carl Friedrik sits neatly between the two. Founded in 2013, the British brand makes minimalist travel goods designed to last. Instead of focusing on seasonal drops or trend-led pieces, the company creates timeless designs and durability, with every product backed by a lifetime guarantee.
Early on, the founders shifted from wholesale to direct-to-consumer, giving them direct insight into who was buying and why. So that feedback loop helped shape everything from their expansion into luggage in 2019 (which tripled revenue over four years) to the design of their physical stores. While many retailers are pulling back from brick-and-mortar, Carl Friedrik has leaned in, opening a flagship on Regent Street and a second store in Covent Garden after the first outperformed expectations by 40%.
Carl Friedrik also partnered with William Racing, launching a co-branded travel collection in 2025. It's a smart fit with both brands trade on precision, engineering and British heritage, and signals growing commercial momentum. For Carl Friedrik, aligning with a global motorsport name elevates it from a well-regarded travel brand to a lifestyle label on an international level.
Steph
Company Specialist at Welcome to the Jungle
Insights
67% female employees
Company
Funding (1 round)
Apr 2024
$1.4m
ANGEL
Total funding: $1.4m
Company HQ
London, UK
Leadership
Niklas Opperman
(Co-Founder)Prior to co-founding Carl Friedrik in 2012, Niklas was an Account Manager at Swedbrand and a Corporate Strategy Intern at Commerzbank. He also graduated from Cass Business School with a Bachelor of Science in Business Studies.
Mattis Oppermann
(Co-Founder)Mattis studied Engineering at Queen Mary University of London before co-founding Carl Friedrik alongside Niklas in 2012.
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