E-shop Fulfilment & Customer Service Manager

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Key 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 an 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