eCommerce Customer Operations Intern - Fashion Footwear Brand
Noting Hill W10
£8.00 per hour
7hrs per day
9:30-5:30 with 1 hour break
About the brand:
Do you ever feel like years go by like months, weeks like days and hours like seconds? Everyone knows that time flies when you’re having fun. But we say... time just flies.
Life. Moves. Fast.
So grab it, do something new, don't let it pass you by.
This movement was started in London by 4 friends in 2007 when one lost a bet. Today we make footwear for women who go from work to play. One of the fastest growing companies in the UK and truly a global brand we sell our world class footwear in 60+ countries.
If you like a fast paced entrepreneurial environment, the idea that work can be fun and that you can make a real difference - then this is the place for you.
Key Purpose of the Job:
+ Owning the relationship between the customer and the brand ensuring world-class customer service levels are achieved and maintained.
+ Communicate and work cross functionally with eCommerce, Product, Finance, Demand Planning and Supply Chain teams.
+ Ensure orders are delivered on time and in full.
+ Identify process improvements and support operational efficiency whilst managing customer expectations.
+ Gain a full understanding of the online market and website customers, understand their needs better to maximise opportunities and improve their experience.
+ Gain sufficient product knowledge to be able to adequately communicate, educate and resolve any problems and queries customers may have.
+ Provide world-class customer service to all customers through quick response time to queries, excellent product knowledge and a proactive approach to improving the quality and efficiency of customer service and reducing the number of queries.
+ Ensuring all customer queries online (from the website, social media and other platforms such as Amazon) as well as claims are fully investigated and resolved in a timely manner, involving E-commerce, Warehouse, Finance, Supply Chain, and Product where necessary.
+ Working within agreed service levels, striving to exceed customer expectations wherever possible.
+ Identify potential problems and solutions required to manage Customer OTIF, and communicate effectively between departments to drive continuous improvement in efficiency and service level.
+ Issuing vouchers and promotional codes when required.
+ Working cross functionally with Supply Chain, Finance, E-commerce and Warehouse to help achieve on time in full delivery to customers by ensuring goods are flowing through the supply chain process smoothly and efficiently.
+ Reconciling and ensuring data in Magento and SAP is accurate.
+ Managing all key activities and actions involved in processing an order, cancellations, returns, exchanges, and credits to the satisfaction of the customer.
+ Processing and contesting chargeback cases.
+ Support E-commerce sales by identifying appropriate alternatives to products that may be unavailable.
+ Liaise with the Supply Chain, Warehouse and Shipping regarding PO shipments.
Analyses & Reporting:
+ Interrogate and source information from SAP and Magento present this internally or externally in a concise user friendly manner, with recommendations.
+ Provide constantly updated sales information, a record of customer returns and refunds, stock reports, KPI’s, and testing results.
+ Work closely with the demand planner to analyse sell through data and proactively use this data to increase opportunities for the business.
Website management and marketing:
+ Submitting and managing Jira tickets regarding website development.
+ On-site category/product management, stock analysis, navigation updates, and JIRA tickets.
+ Assisting with online marketing.
+ Assisting with asset/influencer management.
+ Assisting with affiliate agency management.
+ Updating PPC campaigns.
+ Managing, editing, and commissioning creative assets for the website and email.
+ Editing HTML Email templates, scheduling sends, and briefing marketing on requirements.
+ Managing discount partners and ensuring codes aren’t abused.
Needs to know:
+ SAP experience
+ Magento experience
+ Advanced Excel skills
+ Understanding of Supply Chain dynamics
+ Customer service experience
+ Problem solving experience
+ Experience in the footwear industry is desirable
+ Basic HTML
+ Google ad-words and analytics
+ Mail Chimp experience
+ Basic Photoshop skills
+ Experience with Sage Pay and Paypal
Needs to be:
+ A team player, capable of thinking and working cross functionally
+ Organised, self-motivated and able to prioritise own workload and multi task to meet tight deadlines
+ Highly enthusiastic, pro-active and results focused
+ Resilient and tenacious
+ Sound mathematical, analytical and problem solving skills.
+ Strong attention to detail
+ Confident and professional
+ Dedicated to maintaining high standards & accuracy
+ Focused on high performance and continuous improvement
+ Excellent interpersonal and communication skills – verbal and written
Measures of performance
+ Positive feedback from E-commerce, supply chain, and customers.
+ Meeting SLA for response time
Interested? Just Apply Below...
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.