Tailoring & Tartan Customer Service & Operations Associate

Customer Service Retail Sales

About ScotlandShop

We are a Scottish company with a great reputation for retailing quality clothing and interiors in over 500 tartans through our e-commerce and Edinburgh store. We are now establishing our very first store and customer service base in the US, and this is your chance to be a part of the journey. If you have a passion for Scotland and tartan, and are ready to take on the many challenges of a new venture we are an exciting, friendly and professional business looking for people to learn and grow with us. Your skills will be diverse, your talents will be varied and maybe not yet discovered, but most importantly your attitude will be open and ready for anything.

About the Role: Tailoring & Tartan Customer Service & Operations Assistant

To be successful in this role you will work as part of the Albany shop team, and closely with Duns HQ in Scotland to give customers an experience surpassing their expectations and build up the store reputation and revenue as a profitable and growing part of the ScotlandShop brand. To do this you will build a knowledge of tartan, clan and fabrics to allow you to advise and inform customers, and share your passion for Scotland and the textiles we are so famous for.

Sales & Customer Service:

Maximise in store sales and virtual appointment sales on both ready to wear and custom made items.

Measure for men’s, women’s and childrenswear and become an expert on tailoring options, helping customers to create custom made garments in the tartan of their choice.

Provide high standards of Customer Service at all times in line with our core values.

Process orders onto the in-house system to be passed to tailors & manufacturers.

Add to customer data within Hubspot CRM system and understand importance of this to sales & marketing effort

Host and attend events & Highland Games to sell, expand our customer base and brand awareness


Work as part of the in-store team and business as a whole to complete daily tasks and reach sales targets.

Participate in staff training and development to build knowledge and skills. Share knowledge and skills with other members of staff.

Contribute your ideas to improve the business and embrace the can do culture.

Daily tasks:

Ensure all items on the daily task sheet are completed with your fellow team members, to a high standard including cleaning, daily pick list, dispatch of web orders and replen of shop floor.

Take responsibility to understand what needs to be completed each day and work closely with the rest of the team to make sure targets are achieved.

Depending on your shift open and close the shop, including cashing up.

Maintain merchandising standards and contribute ideas for changes and improvements


Ensure shop stock is maintained and correct using the Tracker system.

Goods in shipments from Scotland and be aware of stock availabilities, discontinued lines, new lines coming in etc to communicate to customers.

Work closely with Duns staff to ensure smooth replen of goods sold on the shop floor and at events.

Assist Shop Manager to plan merchandising and stock for store and events

Outreach & Events:

Establish relationship with the local community, Scottish Societies and clans, local hotels, tour guides and other relevant groups to build awareness of shop and drive footfall.

Plan, run & report on in store events and promotions to increase footfall, sales and brand awareness


Record customer footfall and relevant information on customers, where they came from, how they found, what they were looking for etc.

Assist with reporting where required and provide feedback to Shop Manager to feed into Management Team weekly meeting on sales figures, customer footfall and general feedback from the day, any issues and ideas.


Ensure that the shop is kept clean and tidy and that the housekeeping duties are carried out.

What do we offer you?

  • A great working environment with opportunities for learning & progression
  • A competitive wage
  • An associate discount
  • A benefits package including Health Insurance and other optional extras
  • Paid holidays

Find out more about ScotlandShop https://www.scotlandshop.com/us/careers

Store opens February. We will be recruiting & training in January.

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