Skip to main content

This job has expired

CUSTOMER SERVICE AND STOCK COORDINATOR

Employer
Emilia Wickstead
Location
London (Central), London (Greater) (GB)
Closing date
22 Oct 2022

View more

Function
Ecommerce
Level
Coordinator / Executive
Contract Type
Permanent
Hours
Full Time

Job Details

 

PURPOSE: Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience.

Provide and maintain accurate records of stock movements, prioritising the saleability of stock across the business.

Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond. We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand. 

CUSTOMER SERVICE

  • Answer all incoming customer care queries in a timely and engaging manner via both phone, email and Instagram
  • Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
  • Build and maintain online customer relationships offering a personal service that inspires brand loyalty
  • Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product knowledge.
  • Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
  • Coordinate with internal teams regarding Made To Order and bespoke requests.
  • Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
  • Resolve customer issues in a timely and supportive manner
  • Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the Emilia Wickstead customer journey.
  • Report on customer issues and product feedback to the wider team.
  • Assisting at our Sample sales, market and Ecom shoot days to further understand the product
  • Provide customer service at trunk-shows and other customer-facing events

ECOMMERCE FULFILMENT

  • Pick, Pack and dispatch all Ecommerce orders within the given timeframe, in-line with packaging and brand guidelines.
  • Generate shipment paperwork to ensure the timely delivery of all shipments
  • Liaise with courier companies to mitigate potential delays or service interruptions.
  • Report on and maintain packaging and branded goods levels in-line with production lead times.

STOCK CONTROL

  • Update and maintain accurate retail inventory records across the business stock locations and ensure that all stock movements are administrated as per business procedures.
  • Ensure that all retail streams are reflecting the merch plan and stock availability.
  • Administrate stock transfers ensuring that movements are tracked end-to-end.
  • Work with key stakeholders to reconcile stock movements and ensure that stock is transferred from internal locations in line with shipment deadlines, following delivery and administrative procedures.
  • Manage stock takes and report to key stake holders on discrepancies and errors.

Requirements:

  • Impeccable written and spoken English
  • A passion for customer service and dealing with people
  • An enthusiastic and positive attitude with the willingness to learn
  • Dedication to offering exceptional customer experience
  • Advanced Excel/Google Sheets skills preferable
  • Basic experience using Shopify platform
  • Flexibility to work from both our Head Office and store in Sloane Street
  • Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.

Company

Learn more about this company

Visit this company’s hub to learn about their values, culture, and latest jobs.

Visit employer hub

Learn more about this company

Visit this company’s hub to learn about their values, culture, and latest jobs.

Visit employer hub

Get job alerts

Create a job alert and receive personalised job recommendations straight to your inbox.

Create alert