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For Companies At a Glance
- Tasks: Lead the E-Shop Fulfilment team and ensure top-notch customer service.
- Company: Join a leading age-inclusive jobs board focused on innovation.
- Benefits: Competitive salary, flexible hours, and opportunities for growth.
- Why this job: Make a real impact in e-commerce while enhancing customer experiences.
- Qualifications: Experience in customer service and strong problem-solving skills.
- Other info: Dynamic role with a focus on teamwork and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Overview
This job is brought to you by Jobs/Redefined, the UK\\\’s leading over-50s age inclusive jobs board.
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 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
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EShop Fulfilment & Customer Service Manager employer: Dover Street Market
Contact Detail:
Dover Street Market 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. This will help you stand out and show that you're genuinely interested.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role!
We think you need these skills to ace EShop Fulfilment & Customer Service Manager
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let us see your enthusiasm for delivering top-notch customer service. Share examples of how you've gone above and beyond to help customers in the past – it really makes a difference!
Be Detail-Oriented: Since attention to detail is key in this role, make sure your application is free from typos and errors. We want to see that you can follow processes meticulously, just like you would in the job!
Highlight Your Team Spirit: We love team players! In your application, mention any experiences where you've collaborated with others to achieve goals. This shows us you're ready to lead and motivate a team in our E-Shop Fulfilment department.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Dover Street Market
✨Know Your Stuff
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 platforms work and think about how you can leverage them to improve fulfilment and customer service.
✨Showcase Your Leadership Skills
As a potential manager, it’s crucial 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 or challenging situations.
✨Be Detail-Oriented
Since attention to detail is vital for this role, come prepared with examples that highlight your meticulous nature. Discuss how you’ve ensured stock integrity and met KPIs in previous positions, showcasing your process-driven mindset.
✨Customer-Centric Mindset
This role is all about providing an exceptional customer experience. Think of specific instances where you’ve gone above and beyond for customers. Be ready to discuss how you would implement a clear tone of voice and improve customer service strategies.
