At a Glance
- Tasks: Support customers and manage orders in a fast-paced eCommerce environment.
- Company: Join Oliver Brown, a leader in luxury menswear and formalwear.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Dynamic work culture with a focus on quality and customer satisfaction.
- Why this job: Be part of a team that ensures customers look and feel their best.
- Qualifications: Experience in customer service and familiarity with eCommerce platforms.
The predicted salary is between 30000 - 40000 £ per year.
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.
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:
- 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: Entry level
Employment type: Full-time
Industries: Retail, Apparel and Fashion
Ecommerce Customer Service and Fulfilment Coordinator in London employer: Oliver Brown
At Oliver Brown, we pride ourselves on fostering a vibrant and inclusive work culture that values teamwork and personal growth. As a Client-First Sales Specialist in Greater London, you will enjoy competitive benefits, ongoing training opportunities, and the chance to build meaningful relationships with clients in a premium retail environment. Join us to be part of a brand that not only prioritises exceptional client experiences but also invests in your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Ecommerce Customer Service and Fulfilment Coordinator in London
✨Get to Know Your E-commerce Community
Dive into specific e-commerce forums and groups on platforms like Reddit or Facebook. Engaging with these communities can open up opportunities and give you insights into what companies like Oliver Brown are looking for when hiring for a Ecommerce Customer Service and Fulfilment Coordinator.
✨Showcase Your Skills with an Online Portfolio
In e-commerce, a strong online presence can set you apart. Create a portfolio that highlights any projects, case studies, or even personal ventures related to e-commerce. When you apply to Oliver Brown for the Ecommerce Customer Service and Fulfilment Coordinator, a tangible demonstration of your skills could make a huge difference.
✨Attend E-commerce Events and Conferences
Keep an eye on e-commerce conferences and workshops in your area. Not only will you gain valuable knowledge, but networking with industry professionals could lead to job leads. Plus, if you're keen to work at Oliver Brown as a Ecommerce Customer Service and Fulfilment Coordinator, rub shoulders with their representatives when possible!
✨Utilise Company Resources
Don’t forget to check out Oliver Brown’s career page for any unique application processes or opportunities that might not be listed on job boards. Applying directly through their website might give your application a bit more visibility, especially for a Ecommerce Customer Service and Fulfilment Coordinator.
We think you need these skills to ace Ecommerce Customer Service and Fulfilment Coordinator in London
Some tips for your application 🫡
Show Off Your E-Commerce Savviness:When you're applying for an e-commerce role at Oliver Brown, make sure your CV reflects your familiarity with online retail platforms, digital marketing, and user experience. Highlight any relevant tools and technologies you've used, like Shopify or Google Analytics, to demonstrate that you’re well-versed in the industry.
Craft a Compelling Cover Letter:Your cover letter should not just reiterate your CV; it’s your chance to showcase your passion for e-commerce and how it aligns with Oliver Brown's goals. Mention specific projects or achievements that relate to the role, and don’t forget to express your enthusiasm for working in a dynamic, fast-paced environment where you can make a tangible impact.
Metrics Matter:In the world of e-commerce, numbers speak volumes. When detailing your past experiences, quantify your achievements wherever possible—like the percentage of sales growth you contributed to or successful conversion rates from marketing campaigns. This will make your application stand out and show that you're results-driven.
Tailor Your Application:Don’t forget to customise your CV and cover letter for the specific position at Oliver Brown. Use keywords from the job description, and address the unique challenges the company may face in the e-commerce space. A personalised application helps us see that you're not just applying everywhere but are genuinely interested in being part of our team.
How to prepare for a job interview at Oliver Brown
✨Show Off Your E-commerce Know-How
In a sector like e-commerce, having a strong grasp of current trends and technologies is crucial. Let’s make sure you’ve brushed up on key platforms that Oliver Brown uses—think about popular e-commerce software, digital marketing strategies, and how these affect consumer behaviour. Being able to discuss these intelligently can really set you apart.
✨Portfolio Power: Showcase Your Results
For a full-time e-commerce role, it’s key for us to present a portfolio that highlights your results rather than just your tasks. If you’ve worked on campaigns or projects, bring examples that showcase your contribution and the impact they made—use metrics if you can! This helps to illustrate your value in a real-world context.
✨Technical Questions: Prep for the Specifics
Get ready to tackle some technical questions related to e-commerce analytics, SEO tools, or website optimisation. Think about any past experiences where you utilised data to inform decisions or improve sales. Being prepared with specific examples will showcase not just your knowledge, but also your practical application of it, which we all know is crucial!
✨Engage in a Conversational Style
Full-time interviews can feel quite formal, but try to keep it conversational, especially if you click with your interviewers at Oliver Brown. Share your thoughts and ideas about the future of e-commerce, and don’t shy away from engaging with their questions openly. The more genuine and relatable you are, the better connection you’ll create!
