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- Tasks: Lead the E-Shop Fulfilment team and ensure top-notch customer service.
- Company: Join DOVER STREET MARKET, a vibrant retail environment.
- Benefits: Full-time role with opportunities for growth and development.
- Why this job: Make a real impact in a dynamic retail setting while enhancing customer experiences.
- Qualifications: Experience in customer service and strong problem-solving skills required.
- Other info: Flexible hours and a chance to work with a creative team.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the EShop Fulfilment & Customer Service Manager role at DOVER STREET MARKET (INTERNATIONAL) LIMITED
Join to apply for the EShop Fulfilment & Customer Service Manager role at DOVER STREET MARKET (INTERNATIONAL) LIMITED
- 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)
Fulfilment
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 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
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Retail
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EShop Fulfilment & Customer Service Manager employer: Dover Street Market (International) Limited
Contact Detail:
Dover Street Market (International) Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EShop Fulfilment & Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their success. Tailor your answers to show you're the perfect fit for the E-Shop Fulfilment & Customer Service Manager position.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to build confidence. Focus on articulating your experience with stock management and customer service, as these are key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace EShop Fulfilment & Customer Service Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the EShop Fulfilment & Customer Service Manager role. Highlight your experience in customer service and stock management, as these are key aspects of the job.
Showcase Your Skills: Don’t forget to mention any relevant systems you’ve worked with, like Shopify or Retail Pro. We love seeing candidates who can hit the ground running with our tech!
Be Detail-Oriented: Since attention to detail is crucial for this role, make sure your application is free from typos and errors. A polished application reflects your meticulous nature!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Dover Street Market (International) Limited
✨Know Your Stuff
Before the interview, make sure you’re familiar with the key systems mentioned in the job description, like FF Storm, Shopify, and Gorgias. Brush up on how these tools can enhance stock integrity and customer service, as this will show your potential employer that you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
As a manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, especially during peak trading periods. Highlight your strategies for maintaining high productivity and engagement.
✨Be Detail-Oriented
Attention to detail is crucial in this role, especially when it comes to stock integrity and quality control. During the interview, share specific instances where your meticulous nature helped prevent issues or improved processes. This will reinforce your fit for the position.
✨Prepare for Customer Service Scenarios
Since customer service is a big part of the role, think about common challenges you might face and how you would handle them. Be ready to discuss your approach to managing escalated customer tickets and improving the customer journey, as this will demonstrate your customer-centric mindset.
