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.
- 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.
- 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 being an exceptional employer, offering a vibrant work culture that values collaboration and innovation. As an Ecommerce Customer Service and Fulfilment Coordinator, you'll enjoy comprehensive training and growth opportunities within the luxury retail sector, all while working in the heart of London. Our commitment to employee well-being is reflected in our supportive environment, competitive benefits, and the chance to be part of a brand that celebrates quality and craftsmanship.
StudySmarter Expert Advice🤫
We think this is how you could land Ecommerce Customer Service and Fulfilment Coordinator in London
✨Tip Number 1
Get to know the company inside out! Research Oliver Brown's values, products, and customer service approach. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers directly, being clear and friendly is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can boost your chances of landing that interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the team at Oliver Brown.
We think you need these skills to ace Ecommerce Customer Service and Fulfilment Coordinator in London
Some tips for your application 🫡
Show Your Customer Service Skills:When writing your application, make sure to highlight any previous experience in customer service or fulfilment roles. We want to see how you've handled customer queries and resolved issues, so share specific examples that showcase your skills!
Be Detail-Oriented:Attention to detail is key in this role! In your application, mention how you’ve successfully managed tasks that require precision, like tracking orders or handling returns. This will show us you can keep everything running smoothly.
Use the Right Tools:If you’ve worked with platforms like Shopify or Gorgias, don’t forget to mention it! We love seeing familiarity with these tools, as they’re essential for the role. Share any relevant experiences that demonstrate your tech-savviness.
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. Plus, it shows you’re proactive, which we really appreciate!
How to prepare for a job interview at Oliver Brown
✨Know Your Stuff
Before the interview, make sure you’re familiar with Oliver Brown’s products and services. Understand their commitment to quality and customer experience. This will help you answer questions confidently and show that you’re genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you’ve successfully handled customer queries or resolved issues. Highlight your ability to remain calm under pressure and your proactive approach to problem-solving, as these are key traits for the eCommerce Customer Service and Fulfilment Coordinator role.
✨Familiarise Yourself with the Tools
Brush up on your knowledge of Shopify and customer support platforms like Gorgias. Being able to discuss how you’ve used these tools in previous roles will demonstrate your readiness to hit the ground running and contribute to the team.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face in customer service, or how they measure success in this role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
