The Role:
We’re looking for a proactive and highly organised Ecommerce Fulfilment and Customer Service Junior Manager to join our team. You will be responsible for overseeing the fulfilment process, managing inventory and ensuring exceptional customer service. This role requires strong leadership skills, attention to detail and the ability to work in a fast-paced environment.
You will oversee that the right products are delivered to the right location on time and at a good cost, picking and packing outbound shipments to our customers worldwide. You will also oversee stock control and warehousing by monitoring the flow and transfer of goods, with exhaustive knowledge of the whole supply chain, to coordinate it effectively and liaise with relevant departments. You will also interact with the organisation’s customers to meet their needs and ensure they get maximum value from the business.
You will be the first point of contact between the organisation and its customers, and your job involves receiving customer enquiries via email (and where needed/ at your discretion, phone calls) and resolving them in a timely manner. You will liaise with Marketing team to ensure social-media-escalated matters take priority.
You will be working closely with other team members and management to optimise processes, logistics and communication, both in and out of the warehouse. You will oversee that the ecommerce stockroom is kept in perfect state unconditionally.
You will need to sporadically support then Inbound/Outbound Wholesale team in getting the goods counted in / allocated in a timely matter, to ensure a smooth inbound and outbound goods’ flow.
Warehousing experience is essential.
Roles/Responsibilities Include:
• Coordinate and oversee the ecommerce order cycle making sure daily targets are met.
• Managing ecommerce returns and exchanges.
• Manage e-commerce customer service, making sure targets are met consistently, handling all incoming customer queries and questions and providing the appropriate service and information.
• Maintain an accurate CRM database, making sure all tickets are correctly tagged/grouped.
• Liaison with delivery carriers.
• Oversee regular stock checks, in liaison with Ecommerce Fulfilment Assistant, to ensure stock levels are always accurate.
• Production of customer service reports to share with senior management.
• Refer all problematic issues to senior management / head of departments. • Continually try to improve and develop business performance.
• Always adhere to the company’s policies and procedures when assisting customers.
• Managing priority tasks according to changing needs.
• Ability to lift and carry packages as needed.
• Ability to be punctual and work.
• Ability to work on weekends where needed (ideally 1 weekend day a month)
Key Skills:
• Experience in the same or similar role.
• A logical and systematic approach to work.
• Ability to manage time effectively.
• Have a “can do” attitude and ability to solve problems and make decisions, as well as think laterally and offer creative solutions to determine the best possible solutions for customer issues.
• Commercial awareness and numeracy skills.
• IT literacy and the ability to handle electronic data.
• Strong interpersonal skills and the ability to work well as part of a team, as well as show skills to manage staff.
• The ability to remain calm and polite when dealing with complaints and challenging clients.
• Excellent verbal communication skills to clearly share and relay information.
• Negotiation and analytical skills.
• Have a positive attitude to continued learning.
Preferred Skills:
• Good knowledge of Shopify and HubSpot (or similar CRM) platforms
• Experience with Brightpearl
Email: jobs@ariesarise.com