ECOMMERCE CUSTOMER CARE AND ECOMMERCE COORDINATOR
PURPOSE: Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience.
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 email, WhatsApp,
phone and Instagram
· Be responsible for LiveChat, effectively and efficiently managing visitor enquiries offering support
across the range of Emilia Wickstead products and services
· 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
· Administrate and oversee internal stock movements across store and dispatch centres ensuring
the orders are processed within optimal timelines.
· 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.
· Be responsible for customer experience on marketplace platforms ensuring that orders are
processed in a timely manner in line with partner brand requirements.
· Liaise with warehouse and store regarding stock availability ensuring the orders are shipped within
the shipment deadlines
· Liaise with couriers to mitigate any potential delays or service disruptions
· Responsible for courier administration ensuring that customs and clearance requests are dealt
with in line with courier deadlines.
· Support with dispatch during peak periods
· Compile weekly customer feedback reports, flagging any issues
ECOMMERCE
· Ensure that the Emilia Wickstead website is frequently updated in line with product focuses and
deliveries.
· Be responsible for product enrichment working with internal teams to ensure product data is
accurate
· Support with product loading and merchandising, ensuring products are tagged in line with
merchandising rules
· Support E-Commerce manager with E-Commerce shoot organisation and production
· Manage flat-shot/ghost mannequin photography ensuring that product photography is completed
in a timely manner, optimising stock saleability.
· Support with online CRM, building out customer groupings and segments
· Carry out site walk-throughs noting points of friction, product detail accuracy, and making
modifications to improve site performance
Requirements:
· Impeccable written and spoken English
· A passion for customer service and logistics
· An enthusiastic and positive attitude with the willingness to learn
· Dedication to offering exceptional customer experience
· 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.
Please state salary expectations and notice period. You must have the right to work without restriction in the UK.
Please note that if you do not hear back within 2 weeks, unfortunately you have not been successful.