INTRODUCING: DERON, OUR CUSTOMER SERVICE HERO (AND PART TIME DJ)

Can you share a little about your journey to becoming the Customer Service manager for Reskinned?

So my journey with Reskinned hasn’t quite been the smoothest! I was first recruited by an agency to work on the warehouse floor, while I was waiting to start university.

I came back after a year at university, and saw a huge change in the company. I felt like I discovered a completely new Reskinned. A Reskinned that had seen huge developments and now had a really high processing rate.

Once I’d seen the immense growth and development within Reskinned, I decided I wanted to apply for the role of Customer Service Management. I was so happy to get the news that I got the job - I think they could see how passionate I was about the business.

Managing the Customer Service Department was quite challenging to begin with, but as I settled into the role more, I began to really understand the company’s ethos and made sure all of my actions adhered to it.

Reskinned employs multiple strategies to promote sustainability amongst its customers, and I’m honoured to be in a position where I can uphold the standards and mission of the company through customer service.

What do you enjoy most about working at Reskinned?

Reskinned constantly practises what it preaches. Our daily actions reflect the company's mission and aim. The management team has produced an environment filled with dedicated staff, and they’ve done that through transparency and trust.

The diversity within the company, from employees to management, allows us to learn from each other, teach each other and develop our individual skills.

What do you find most rewarding about your role?

I have repeatedly walked in on a Monday morning to messages from customers praising the mission and ethos of Reskinned.

I love receiving parcels where customers have gone out of the way to write out thank you notes and words of appreciation. Their words feel so encouraging and heartfelt, and it really makes me feel good about the work that we’re doing.

Engaging with these kinds of customers and providing them with the best service I possibly can, makes the role pretty rewarding.

Some cases are complex and require a lot of hard work, but helping customers resolve them brings me extreme satisfaction. I get to put our customers at ease, explaining our services and the ways in which we make it such an easy process to shop pre-loved.

Can you walk us through your typical day?

Managing the customer services for Reskinned means paying attention to every little detail of the job.

This is especially important when I’m investigating any customer issues on a day-to-day basis. Sometimes an issue will be a little bit harder to resolve and require extra attention, but the Reskinned guidelines help support if something is a bit more of a challenge.

I’m always in communication with the fulfilment team, making sure all the orders are dispatched from our warehouse on time. The fulfilment team serves as the final line of inspection before garments get parcelled up for delivery, keeping an eye out for any previously missed imperfections.

I’m also processing returns every day, to ensure all of our customers receive their funds as soon as possible.

All disputes and outstanding investigations are speedily resolved on a day-to-day basis too.

What’s your top tip for shopping more sustainably?

Before I joined the Reskinned family, I actually knew very little about sustainability, so I might not be the best person to give tips on sustainable shopping!

But through my time at Reskinned I’ve grown to understand how important it is, and I’ve started to shop with that in mind.

The best thing you can do to start shopping sustainably is to look for brands and places to shop that operate from an ethos of sustainability. That way, even if you don’t know that much personally, you can trust that they are doing the best they can.

We couldn’t do the great work we do without Deron looking after you and all your questions, so a big thank you to Deron for all his hard work and belief in Reskinned.

When you’re a company operating with new ideas and ways of working, it’s natural that customers will have more questions than usual about the ins and outs of what they can expect.

Having someone like Deron who embodies our values in everything he does means we can trust you’re always getting the best of the best customer service, no matter what.

Here at Reskinned we want to highlight the great work that’s happening behind the scenes and celebrate the people who make us who we are today. Send us a DM with what insider insights interview you’d like to see next!

Shop pre-loved clothes, shoes and accessories here, and if you fancy reading about another of our team members, then you can read Lizzie, our repair technician’s story here.