E-commerce Operations Assistant – E Business / E-commerce
Within the E Business/E-commerce team, the E-commerce Operations Assistant supports day‑to‑day operations of Dior.com, ensuring a smooth post‑order journey and high‑quality customer service. The role serves as the main point of contact between the e‑commerce team, warehouse, customer service, logistics, and finance, supporting order flow monitoring, issue resolution, aftersales processes, and website operational maintenance to maintain Dior’s high standards of service and drive continuous improvement.
Key Responsibilities
* Order and Fulfilment Support:
o Monitor daily order flow, including processing stuck/open orders, shortages, cancellations, payment issues and flag risks for resolution.
o Troubleshoot order management in Salesforce and SAP, payment systems, and delivery issues, preventing recurrence.
o Liaise with logistics, customer service, and finance teams to ensure timely resolution of incidents and escalations.
o Track delivery performance and returns, supporting exception handling and root‑cause analysis.
o Act as daily point of contact with the warehouse on operational matters, including machine maintenance, Art of Gifting fulfilment, and packaging materials.
* Customer Service and Aftersales Support:
o Handle escalated customer queries, chargebacks, DPD claims, and suspected fraud cases in collaboration with customer service, logistics, and finance teams with clear communication.
o Support aftersales activities by monitoring customer reviews and coordinating exceptional gift/AOG send‑outs to enhance customer satisfaction and NPS.
o Support the review of customer service interactions and templates across email, chat, and calls to maintain Dior’s tone of voice and service standards.
o Assist in updating customer service process logigramme and guidance documents to improve consistency and efficiency.
o Liaise with central CS manager and CS team leaders to share feedback, align ways of working, and support continuous improvement.
* Reporting and Monitoring:
o Maintain trackers and reports for key operational KPIs (order failure rate, order processing, SLA, cancellations), customer service (refunds, replacements) and financial reconciliation to provide insights.
o Identify inefficiencies and contribute to continuous improvement of operational and customer service workflows.
* Website Maintenance and Project Support:
o Support website operational updates including shipping information, payment‑related messaging, FAQs, footer links, T&C, and transactional emails to reduce customer friction.
o Assist with website testing for new projects and features, acting as point of contact between warehouse, Beauty Tech, and SAP team, and following up to improve the online experience.
* Assist With Ad Hoc Operational Tasks:
o Prepare weekly and monthly operational reporting and support additional tasks as required by the E-commerce Manager.
o Responsibilities may evolve based on company needs and ongoing projects.
Profile
Previous experience in e‑commerce operations, customer service, order management, or a related operational role.
Soft Skills That Align With Our Values
* Create Passionately:
o Genuine interest in digital operations and innovations to deliver a premium online customer experience.
* Lead with Audacity:
o Strong problem‑solving skills, staying calm under pressure with a proactive mindset to prevent recurring issues.
* Excel for Ultimate Luxury:
o Attention to detail with a high level of accuracy and ownership.
o Well‑organised with the ability to prioritise and manage multiple tasks effectively.
* Craft Together with joy:
o Excellent communication skills and the ability to build effective relationships across cross‑functional and virtual teams.
Hard Skills
* Previous experience in e‑commerce operations, customer service, order management, or a related operational role.
* Experience working across multiple stakeholders in a cross‑functional environment.
* Exposure to luxury, fashion, beauty, or retail industries is desirable.
* Degree in Business, Marketing, or a related field preferred.
* Proficient in using e‑commerce and operational systems, including SAP, Salesforce, or similar platforms.
* Comfortable working with multiple systems and understanding end‑to‑end operational processes.
* Good working knowledge of Excel and data‑driven reporting.
* Able to troubleshoot operational or system‑related issues and coordinate follow‑up with relevant teams.
Respectful Inclusive Work Environment
At Parfums Christian Dior, we commit to an inclusive culture where everyone feels respected, welcomed, and valued, irrespective of their background. We aim for a workplace that reflects diversity as our strength, underpinning sustainable growth and creativity.
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