Web & Customer Service Coordinator
We are currently looking for a Web Orders & Customer Service Coordinator to join our team. This is a full-time role based in our warehouse in Battersea. Being a small brand that has a global footprint we are looking to recruit someone with 3+ experience in the luxury sector with excellent written and verbal communication skills, ambition, creative flair and with professional business acumen.
The Web & Customer Service Coordinator is responsible for customer service management, product catalogue creation, online inventory and dispatch management. They will ensure that there is a consistent product information integrity, quality in order process, dispatch and excellent customer service.
Main Duties and Responsibilities:
Online order process for all online channels
Oversee and manage online order process and dispatch for all online channels to maintain accuracy of invoices, pricing, delivery charges, discounts and customer details.
Customer service, refunds & returns management
Manage customer service, delivering timely and polite communication with customers
Process returns and refunds in timely and accurate manner, building close relationship with customers to promote Caramel brand.
Develop an in depth understanding of the customer requirements for all product categories.
Online inventory management
Perform and manage stock taking for online on regular basis.
Ensure inventory availability online in advance of planned site launches, updates, marketing campaigns and promotional activity.
Provide daily online sales report.
Provide weekly online sales report & product/category sales report.
Work with Head of Operations to plan and maintain a sufficient stock holding in line with overall company requirements.
Product catalogue & online merchandise
Manage the overall critical path to get product information and photography on to the site on time and ensure all involved teams within the business are aware of deadlines.
Ensure that all product data is on the Caramel sites including images, descriptions, SEO copy, product details and prices.
Ensure that all products’ tagging work is done to maximise merchandising opportunities.
Set up categorisation of the website and merchandise the categories in line with brand identity.
Product Photography (flat shots) management
Work with marketing department to manage the photoshoots for flat shots, arranging the products for all new collection being sent to/from the studio.
Arrange the folders on Dropbox and save images in correct dimensions and in correct folders on Dropbox for different requirements (online, 3 rd party, high resolution for press, etc)
Third party product catalogue management
Work with 3rd party companies for the launch of new
collections in timely manner, agreeing marketing and offer opportunities.
Online sample sales set up.
To apply for the position, please email you CV and cover letter to email@example.com