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- Tasks: Support customers through email, chat, and social media while managing orders and returns.
- Company: Join Oliver Brown, a luxury menswear brand known for timeless tailoring and exceptional service.
- Benefits: Enjoy a full-time role with opportunities for growth in a dynamic eCommerce environment.
- Why this job: Be part of a team that values quality and customer satisfaction, making every occasion special.
- Qualifications: Ideal for those with customer service experience, especially in eCommerce, and strong communication skills.
- Other info: Entry-level position based in London, perfect for high school and college students looking to kickstart their careers.
The predicted salary is between 28800 - 43200 ÂŁ per year.
Ecommerce Customer Service and Fulfilment Coordinator
Ecommerce Customer Service and Fulfilment Coordinator
Get AI-powered advice on this job and more exclusive features.
Oliver Brown delivers Contemporary Tailoring cut from Classic British Tradition. We are a premier destination for luxury menswear, formalwear hire, and the world’s largest collection of top hats, with expert antique restoration to match. Our timeless designs and dedication to quality have made us a trusted outfitter for life’s most important occasions—from weddings to Royal Ascot.
We are committed to offering not only beautiful, investment-worthy garments, but also a service experience that is second to none. Whether in-store or online, our mission is to ensure every customer leaves feeling their very best.
Overview:
We are seeking a proactive, detail-oriented eCommerce Customer Services & Fulfilment Coordinator to join our growing team. This cross-functional role bridges customer support, eCommerce operations, and fulfilment, ensuring that our customers receive exceptional service throughout their purchasing journey. You’ll work closely with the Customer Services Manager, Warehouse, and eCommerce teams to ensure all orders, inquiries, and returns are handled smoothly and efficiently.
Key Responsibilities:
Customer Service Operations:
- Respond to customer queries via email, live chat, and social channels using our support platform (Gorgias).
- Handle order issues, delivery tracking, and returns enquiries in a timely and empathetic manner.
- Maintain customer satisfaction and service levels by tracking response and resolution times.
- Assist in creating and updating customer service macros, help centre content, and process documentation.
- Act as the point of contact between customer service and the warehouse team to resolve order and fulfilment issues.
- Monitor order queues (e.g., unfulfilled, pending, errors) in Shopify and work with the fulfilment team to ensure prompt resolution.
- Track and investigate delivery exceptions, working with couriers to resolve delays or disputes.
- Support the processing of returns, exchanges, and refunds in line with policy, ensuring accurate inventory and financial reconciliation.
eCommerce & System Support:
- Use Shopify to update order statuses, issue refunds, and troubleshoot customer order issues.
- Monitor order anomalies and flag trends or technical issues to the eCommerce team.
- Assist with stock discrepancy resolution, product data QA, and other back-end Shopify tasks as needed.
- Liaise with third-party logistics (3PL) providers, when applicable.
Key Skills & Experience:
- Proven experience in a customer service or fulfilment coordination role, ideally within an eCommerce business.
- Comfortable using Shopify and customer support platforms (e.g., Gorgias, Zendesk, Freshdesk).
- Strong organisational and multitasking abilities with a meticulous attention to detail.
- Excellent written and verbal communication skills.
- Proactive, solution-oriented mindset with the ability to remain calm under pressure.
- Experience working cross-functionally with warehouse or logistics teams.
- Familiarity with courier platforms, delivery tracking systems, and basic Excel/Google Sheets.
- Experience with returns platforms (e.g. Swap, Loop, ReturnGo).
- Knowledge of basic Shopify reporting and analytics.
- Understanding of DTC customer experience and lifecycle.
Seniority level
-
Seniority level
Entry level
Employment type
-
Employment type
Full-time
-
Industries
Retail Apparel and Fashion
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Ecommerce Customer Service and Fulfilment Coordinator employer: Oliver Brown
Contact Detail:
Oliver Brown Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Service and Fulfilment Coordinator
✨Tip Number 1
Familiarise yourself with Shopify and customer support platforms like Gorgias. Since you'll be using these tools daily, having a solid understanding of their functionalities will give you an edge during the interview.
✨Tip Number 2
Brush up on your communication skills, both written and verbal. As you'll be responding to customer queries, being able to convey information clearly and empathetically is crucial for this role.
✨Tip Number 3
Showcase your organisational skills by preparing examples of how you've managed multiple tasks or resolved customer issues in previous roles. This will demonstrate your ability to handle the fast-paced environment at Oliver Brown.
✨Tip Number 4
Research Oliver Brown's brand values and customer service philosophy. Understanding their commitment to quality and customer satisfaction will help you align your answers with their expectations during the interview.
We think you need these skills to ace Ecommerce Customer Service and Fulfilment Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and eCommerce. Emphasise any roles where you've used platforms like Shopify or Gorgias, as these are crucial for the position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your skills align with the responsibilities outlined in the job description. Mention specific examples of how you've resolved customer issues or improved service levels in previous roles.
Showcase Your Communication Skills: Since excellent written communication is key for this role, ensure your application is free from errors and clearly structured. Use concise language and professional tone to demonstrate your ability to communicate effectively.
Highlight Problem-Solving Abilities: Provide examples in your application that showcase your proactive, solution-oriented mindset. Discuss situations where you successfully handled order issues or customer complaints, illustrating your ability to remain calm under pressure.
How to prepare for a job interview at Oliver Brown
✨Know the Company Inside Out
Before your interview, make sure to research Oliver Brown thoroughly. Understand their brand values, product offerings, and customer service philosophy. This knowledge will help you tailor your responses and show genuine interest in the company.
✨Familiarise Yourself with Relevant Tools
Since the role involves using platforms like Shopify and Gorgias, it’s crucial to be familiar with these tools. If you have experience with them, be ready to discuss specific instances where you used these platforms to solve customer issues or manage orders.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Focus on situations where you resolved conflicts, handled difficult customers, or improved service processes. This will showcase your ability to maintain high customer satisfaction.
✨Showcase Your Organisational Skills
As the role requires strong organisational abilities, be prepared to discuss how you manage multiple tasks and prioritise effectively. You might want to share specific strategies or tools you use to stay organised, especially in a fast-paced environment.
