EShop Fulfilment & Customer Service Manager

Dover Street Market; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail establishment in London is seeking a Fulfilment Lead for its E-Shop. This role involves managing the Fulfilment department, driving productivity, and ensuring a top-notch customer service experience. The ideal candidate is proactive, detail-oriented, and an excellent communicator. Responsibilities include overseeing stock integrity and managing customer service advisors to create a seamless experience across all channels.

Qualifications

• Proactive problem solver with a process-driven mindset.
• Strong multitasker with a focus on customer service.
• Experience working to targets and KPIs.

Responsibilities

• Lead the E-Shop Fulfilment department and drive team productivity.
• Manage Ecommerce Customer Service Advisors to enhance the customer experience.
• Ensure fulfillment KPIs and SLAs are met.

Skills

Leadership

Customer service orientation

Problem solving

Attention to detail

Communication

Tools

FF Storm

Shopify

Retail Pro

DHL Commerce

Job description

Overview

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Responsibilities

Fulfilment

• 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