E-Commerce Assistant

London (Central), London (Greater) (GB)
08 Sep 2021
28 Sep 2021
Contract Type
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.


  • 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