EShop Fulfilment & Customer Service Manager

Key Responsibilities:

• 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.