Join to apply for the EShop Fulfilment & Customer Service Manager role at DOVER STREET MARKET (INTERNATIONAL) LIMITED
Join to apply for the EShop Fulfilment & Customer Service Manager role at DOVER STREET MARKET (INTERNATIONAL) LIMITED
* 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 minimise 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
* Ensuring 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/improve
* Be the expert, go to for shared stock focused systems including FF Storm, Shopify, Retail Pro & DHL Commerce
* Responsible for daily and monthly departmental reporting
* Pick and pack customer orders daily, ensure Quality Control checks are carried out prior to fulfilment
* Ensure brand packing guidelines are followed by the team
* Collate and manage packaging usage, ensure supply is fully stocked and order replenishment
* WH Forecasting
* Monitor and work to improve dispatch (WH+ Shared) KPIs (dispatch time, % non-ships % inc. shipments, returns processing time)
Fulfilment
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 minimise 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
* Ensuring 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/improve
* Be the expert, go to for shared stock focused systems including FF Storm, Shopify, Retail Pro & DHL Commerce
* Responsible for daily and monthly departmental reporting
* Pick and pack customer orders daily, ensure Quality Control checks are carried out prior to fulfilment
* Ensure brand packing guidelines are followed by the team
* Collate and manage packaging usage, ensure supply is fully stocked and order replenishment
* WH Forecasting
* Monitor and work to improve dispatch (WH+ Shared) KPIs (dispatch time, % non-ships % inc. shipments, returns processing time)
Customer Service
* Manage Ecommerce Customer Service Advisors to provide a seamless and personalised customer experience across all DSM London customer care channels including email, Gorgias, phone, Trust Pilot, live chat and social media channels
* Understand and implement a clear tone of voice and customer service strategy
* Analyze customer enquiries and propose operational improvements and new templates
* Set KPI’s and objectives for the team and deadlines to ensure customer service is running smoothly
* Explore innovative ways to improve and grow the Customer Service team globally and augment the customer journey
* Manage escalated customer tickets, providing appropriate and personalised responses to resolve any issues
* CS team: Rota, recruitment, systems training
* Admin of the Gorgias platform
Profile
* Process driven, proactive and reactive problem solver
* Customer service centric and a team player
* Able to multitask effectively and meticulous attention to detail
* Experienced with working to targets and KPI thresholds
* A strong communicator both verbally and written
* Flexible and can adapt to a changing environment
* Available where necessary to work weekends and across Company wide blackout periods
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Other
* Industries
Retail
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