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.