E-Commerce and Customer Service Coordinator

PURPOSE:

• Champion the Emilia Wickstead service offering, providing exceptional customer service and onsite experience; advocating the online customer and their needs.
• Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond.
• We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand. 

ECOMMERCE

• Accurate and timely loading of products into Shopify ensuring that products are regularly updated to reflect the ERP data (international pricing, barcodes, COGS, COO, HS code etc) following SEO best practices
• Writing SEO friendly product descriptions and uploading product details and size guide information ensuring all data is tagged appropriately.
• Own product datasheets ensuring that relevant stakeholders are updating the document in line with deliveries
• Cropping, editing, and uploading product imagery ensuring all images ALT tags are enriched according to SEO best practices.
• Responsible for organising product cut-out photography ensuring styles are photographed uploaded in line with deliveries and meet third party requirements
• Ensure all products are categorised appropriately following Google/Meta shopping taxonomy and that all products are optimally tagged to visibility in the SERPS and other third-party feed recipients.
• Regularly update product categorisation ensuring that products are merchandised across site to meet business objective
• Execute weekly site-combing noting and rectifying onsite inconsistencies or errors
• Perform fraud checks for flagged orders and be first point of contact for customer disputes
• Assign product recommendations and ensure that X-Sells are regularly updated to reflect stock availability
• Analyse site performance and the customer journey, offering suggestions for improvements and enhancements to the site and customer experience.
• Support with organisation and execution of Ecommerce shoots

CUSTOMER SERVICE

• Own the online CX, being the first point of contact for online visitors.
• Answer all incoming customer care queries in a timely and engaging manner via email, LiveChat, Phone, WhatsApp & additional channels.
• Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
• Build and maintain online customer relationships offering a personal service that inspires brand loyalty
• Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product knowledge.
• Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
• Build and nurture online VIC’s offering personal shopping, personalised recommendations, and exclusive website access
• Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
• Resolve customer issues in a timely and supportive manner
• Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the Emilia Wickstead customer journey.
• Report on customer issues and product feedback to the wider team.
• Be the first point of contact for the dispatch team and organise shipping of all online orders mitigating any delays or shipping disruption.
• Coordinate with courier companies to ensure the prompt delivery and returns of goods in line with our CSP’s
• Able to perform Ecommerce dispatch duties as and when needed
• Regularly update ShipStation with product information including HS Code, COO etc to ensure that orders are shipped and returned efficiently
• First point of contact for marketplace orders, coordinating with the team to advise on accurate and timely dispatch of marketplace shipments

REQUIREMENTS:

• Impeccable written and spoken English
• 3-5 years E-Commerce experience
• Use of Shopify platform experience essential
• On-line CRM experience essential
• Strong customer service skills and experience
• An enthusiastic and positive attitude with the willingness to learn
• Advanced Excel/Google Sheets skills preferable
• Photoshop skills desirable
• Flexibility to work from both our Head Office and store in Sloane Street (this role is office based - not hybrid)
• Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.

PLEASE SUBMIT YOUR APPLICATION AND STATE YOUR SALARY EXPECTATIONS AND YOUR ELIGIBILITY TO WORK IN THE UK WITHOUT RESTRICTION

WE ENVISAGE A LARGE RESPONSE TO THIS ADVERT. IF YOU DO NOT HEAR BACK FROM US WITHIN 2 WEEKS, UNFORTUNATELY YOU HAVE NOT BEEN SHORTLISTED. THANK YOU FOR YOUR INTEREST IN EMILIA WICKSTEAD.