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Customer Services and Ecommerce Operations Assistant

Dundas Worldwide
London (Central), London (Greater) (GB)
Closing date
10 Dec 2022

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Coordinator / Executive
Contract Type
Full Time

Job Details

The Customer Services and Ecommerce Operations Assistant will support the online business by ensuring that all customer queries are all professionally and efficiently responded to within the agreed timeframes.

The role will be responsible for the management of customer communications, customer stock orders, supporting the stock management processes with the logistics team, coordinating Amazon order processes and overseeing any returns with production and finance teams where required.

All communication must be executed with a luxury tone of voice adhering to all brand guidelines as led and approved by the brand marketing teams. A regular level of communication with the customer is imperative to ensure a seamless customer journey from start to finish, maintaining a luxury service of excellence throughout.

Working alongside the Marketing and Ecommerce Teams, the candidate must be able to collaborate closely with internal and external teams to support tasks including e-commerce, website maintenance, online marketing, CMS uploads and content management.

The ideal candidate should have an excellent background in luxury retail customer service and command a high level of the English language. They should have a keen interest in luxury ecommerce websites, newsletters, and a basic technical understanding of transactional websites.

Key Duties & Responsibilities

  • Management of all customer communications, whether via email and phone call, responding promptly and efficiently to all customer needs, ensuring a luxury, impressive and memorable brand experience Pack ecommerce orders where relevant, following brand packaging guidelines with meticulous attention to detail in a timely manner Report into the Ecommerce Manager to support the online sales and manage customer experience metrics Work with the Logistics Manager to ensure following of an accurate and efficient stock management process Organisation of returns/exchanges and improve returns rate Issue refunds following processes agreed with QA and finance and ensure a seamless customer experience throughout Monitor and record all customer order status and returns Work closely with all internal departments to ensure enquiries are dealt with promptly Work with Logistics with regards to any order trackings and shipments to ensure smooth delivery.


  • Exceptional customer service delivery experience with excellent interpersonal skills. Must have a high-level command in written English Understanding of luxury service landscape and customer expectations Ability to operate with sense of urgency and efficiency Highly computer literate in MS Office Experience of using CMS systems A positive and self-motivated attitude essential Must have attention to detail with desire for consistent delivery of excellence Must operate with respect to colleagues and inter-departmental and business processes Ability and readiness to interface with all levels and departments within the company

Preferred Qualities:

  • In-house luxury brand experience within ecommerce departments
  • Shopify knowledge and experience
  • Web content management and order processing
  • Knowledge of online sales channels and long-distance selling regulations
  • Website maintenance support including site data, e-commerce products photography, regular content and copy updates and seasonal uploads
  • Basic working knowledge of HTML and Photoshop
  • Additional languages


Born in Norway, Dundas studied at Parsons in New York. It was there that his obsession with the female body began; an obsession he would take through his design roles, with an eye for complementing the female figure with his talent for cut and pattern. In 1992, Dundas became design assistant to Jean Paul Gaultier , where he stayed for eight years. All the while building up his experience, in 2000 Dundas moved to Lacroix, where he developed a sense for striking colours and patterns. In 2002 Dundas went to Roberto Cavalli as Chief Designer where he designed some of the brands most successful and heralded collections. Dundas was in 2005 subsequently recruited creative director of Emanuel Ungaro. After his tenure as creative director at Ungaro, Dundas was appointed artistic director at Emilio Pucci, owned by LVMH, in 2008, before returning to Cavalli. During his seven-year tenure at Pucci, Dundas developed the brand’s history of glamorous, colourful and patterned collections. Focusing on nightlife as a key inspiration, Dundas took Pucci in a new, youthful direction making the brand highly covetable with international celebrities. It was under the creative helm of Dundas that LVMH identified the label as a key future-growth vehicle, branching into new product categories such as shoes, handbags and eyewear. In 2015 Dundas returned to Roberto Cavalli as creative and artistic director, a move he described as a “homecoming” While at the brand Dundas continued his reputation as the go to designer for celebrities dressing Kim Kardashian and Gong Li for the Met Ball. After the sale of Cavalli in 2016 Dundas parted ways with the brand and in 2017, started his own namesake label with co-founder Evangelo Bousis. The brand was launched with Beyonce at the 2017 Grammys. The looks launched exclusively with Moda Operandi in July. The label is conceived around a non-seasonal structure, released in drops to coincide with the demands of clientele both in usage and at competitive price points . The Dundasworld brand has shown annually in Paris as well as fashion shows closing Beijing Fashion Week and in Los Angeles, January 2019 for the Art of Elysium charity gala In February 2020 Dundas dressed Shakira for the Super-bowl Halftime show, an event seen by more then 190 million viewers. March 2020 was followed by Dundas Activewear a collection premiered exclusively on Forward

Company info
15 Bishopsgate

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