Key Responsibilities:
* Lead the E-Shop Fulfilment department from the store, driving and motivating the team to reach key deliverables of the role.
* Deliver high levels of productivity through effective engagement and respond to peak trading periods with dedication and professionalism.
* Impact stock integrity positively by ensuring the correct processes are followed consistently and minimize stock inaccuracies through meticulous attention to detail.
* Responsible for shared stock integrity.
* Work cross-departmentally with key functions (Concierge, Warehouse, Stock Control, E-Shop Customer Service) to ensure an efficient shared stock flow.
* Ensure all fulfilment KPI’s and SLA’s are met to the required standard.
* Act as the lead on shared stock processes, reviewing current ways of working and identifying opportunities to streamline or improve.
* Become the expert for shared stock systems including FF Storm, Shopify, Retail Pro, & DHL Commerce.
* Manage daily and monthly departmental reporting.
* Pick and pack customer orders daily, ensuring Quality Control checks are carried out prior to fulfilment.
* Ensure brand packing guidelines are followed by the team.
* Manage packaging usage, ensure supply is stocked, and oversee order replenishment.
* Forecast warehouse (WH) needs.
* Monitor and work to improve dispatch KPIs (dispatch time, % non-ships, returns processing time).
Customer Service:
* Manage Ecommerce Customer Service Advisors to provide a seamless and personalized customer experience across all channels including email, Gorgias, phone, Trust Pilot, live chat, and social media.
* Implement a clear tone of voice and customer service strategy.
* Analyze customer inquiries and propose operational improvements and new templates.
* Set KPIs and objectives for the team to ensure smooth customer service operations.
* Explore innovative ways to improve and expand the Customer Service team globally and enhance the customer journey.
* Manage escalated customer tickets with appropriate and personalized responses.
* Oversee team scheduling, recruitment, and system training.
* Administer the Gorgias platform.
Profile:
* Process-driven, proactive, and reactive problem solver.
* Customer service-oriented and a team player.
* Able to multitask effectively with meticulous attention to detail.
* Experienced in working towards targets and KPIs.
* Strong verbal and written communication skills.
* Flexible and adaptable to changing environments.
* Available to work weekends and during company-wide blackout periods as necessary.
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