E-Commerce Assistant

Recruiter
Erdem
Location
London (Central), London (Greater) (GB)
Posted
08 Sep 2021
Closes
28 Sep 2021
Function
Ecommerce
Contract Type
Permanent
Hours
Full Time

This is an extremely attractive role for a candidate with excellent organisation skills, who is interested in developing their career in e-commerce. The successful candidate will be based 3 days a week in our Mayfair Store and 2 days in HQ.

Responsibilities:

  • Be the first point of contact to resolve customer issues and complaints across multiple channels in a timely manner.
  • Work closely with the retail and ecommerce team to assist customers with all lines of enquiry which will include product queries, returns, delivery, payments and more.
  • Process orders placed on Erdem.com in a timely manner.
  • Ability to use shipping platforms such as UPS to book shipments on a daily basis, and track orders to ensure smooth delivery.
  • Ability to deal with courier companies and customs to expedite delivery and returns of orders and resolve any issues.
  • Process ecommerce returns in line with the company policy.
  • Completing various administrative and back-office tasks to ensure a smooth customer journey.
  • Liaising with the retail team on the delivery schedule and booking orders into store.
  • Identify opportunities to maximise sales by providing accurate feedback on bestsellers, low stock levels etc
  • Share feedback to the retail team about customer returns, sizing notes or quality issues to continually improve service levels.
  • Carrying out ad-hoc analysis to review how our brands sits with competitor’s product ranges, prices to make sure we are aligned.
  • Attending trading meetings when required, from time to time assisting the team in other digital activities when needed
  • Work with the Ecommerce Manager to trade all sites; EU, US and GBP
  • Help to update all product information and images each season, helping to upload information where necessary on the Magento 2 platform.
  • Help to support the visual merchandising of categories across the sites.
  • Monitor and communicate the availability of products and imagery for weekly email and social campaigns.
  • Work closely with the Ecommerce Manager on planning commercial photoshoots and assist on those shoots.
  • Supporting with user accessibility, testing any new functionality and reporting any issues.
  • Supporting with ad hoc reporting, especially around competitors and new ides to drive revenue and improve the customer experience.

Role Requirements:

  • Previous experience in a customer service team, or at least a customer facing role.
  • The ability to work in a team.
  • Exceptional people skills and confidence when dealing with customers.
  • Ability to learn new systems quickly - Eurostop, Magento
  • Excellent use of Microsoft Office Package especially Excel
  •   Someone passionate about delivering a personalised and expert level of customer service, via multiple channels including email, live chat and telephone.
  • Able to deliver expert product knowledge.
  • Experience building customer relationships and building brand loyalty by going above and beyond for customers.
  • Experience working in a luxury environment would be a plus.

Similar jobs

Similar jobs