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For Companies At a Glance
- Tasks: Manage stock levels, oversee warehouse operations, and enhance customer experience.
- Company: Join a pet-loving brand dedicated to delivering top-notch e-commerce experiences.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and a pet-friendly culture.
- Why this job: Be part of a team that values efficiency, customer satisfaction, and continuous improvement.
- Qualifications: 2+ years in e-commerce operations or customer experience; strong attention to detail required.
- Other info: Ideal for those passionate about pets and eager to make a difference.
The predicted salary is between 30000 - 42000 £ per year.
We’re on the lookout for a proactive, detail-obsessed E-commerce Operations Executive to keep our Direct to Consumer operations running smoothly and reliably. This is a pivotal role ensuring our customers get exactly what they ordered, speedily, while keeping our website and customer touchpoints accurate, helpful and true to the Scrumbles brand.
Your responsibilities
- Warehouse Management
- Keeping a watchful eye on our stock levels so our customers get what they want, when they want it. No out of stock surprises.
- Being the go-to person for our DTC warehouse partners, monitoring performance against SLAs and helping them raise the bar.
- Overseeing stock coming in, booking ASNs and resolving any hiccups.
- Coordinating regular stock takes and making sure Finance have what they need to keep things tidy.
- Working hand in paw with the warehouse team to deliver a seamless customer experience, particularly during peak periods.
- Ensuring accurate and timely billing, with no unexpected extras.
- Continually uncovering ways to improve how we work and to drive efficiencies and a better customer journey.
- Customer Experience Management
- Supporting our customer service support, with up-to-date information on availability, new products and resolving any trickier issues.
- Keeping tabs on reviews across platforms e.g. Amazon and our website sharing insights and recommendations to help us wow our customers.
- Regularly champion the voice of our end customer, highlighting trends, customer journeys, and spotting opportunities and potential issues.
- Holding the marketing team to account to take action.
- Regularly reviewing our Website to ensure it looks its best, and works as we’d expect, collaborating with developers to fix bugs and test new features.
A Day in the Life of…
Grab a coffee, check in our warehouse stock levels, and order status. You make sure everything’s in the right place and there are no gaps. A quick scan of our courier and customer service dashboards shows an item has slipped into back order, so you speak to the Procurement manager to get the warehouse topped up before it causes any headaches.
Our customer support team has flagged a question about a product batch number. You pull up the info, share it with them, and add a note to investigate with the supply team. Then it’s time to skim the latest reviews across Trustpilot and our online partners. Enjoy some lovely feedback and note down some useful nuggets to share with marketing for elevating the customer experience.
Hop onto the website to review some recent new customer journeys, pulling together some slides to share with the Marketing team. A new Homepage design is due to go live next week so you double check it’s functioning as expected and flag any bugs with the developers, working to get it over the line, on schedule.
You check your customer experience hit list, and spot a customer email requesting a new website feature. Spend some time researching and mocking up your recommendation, ready for sign off at the next marketing meeting.
About You
- 2+ years experience in e-commerce operations or customer experience (FMCG or DTC preferred)
- Confident managing relationships with varying stakeholders and holding others to account
- Calm under pressure and able to juggle multiple priorities
- Strong attention to detail - you spot padding that’s 5mm out
- Tech savvy
- Always curious and wanting to drive improvements
- A passion for pets, delivering an excellent customer experience and getting things done right
Ecommerce Operations Executive employer: Scrumbles
Contact Detail:
Scrumbles Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Operations Executive
✨Tip Number 1
Familiarise yourself with the e-commerce landscape, especially in the Direct to Consumer (DTC) sector. Understanding the nuances of DTC operations will help you speak confidently about your experience and how it aligns with our needs.
✨Tip Number 2
Showcase your ability to manage relationships with stakeholders by preparing examples of past experiences where you successfully collaborated with different teams. This will demonstrate your proactive approach and ability to hold others accountable.
✨Tip Number 3
Be ready to discuss specific instances where you've improved customer experience or operational efficiency. Highlighting your problem-solving skills and attention to detail will resonate well with us.
✨Tip Number 4
Research our brand and understand our values, particularly around pets and customer service. Being able to articulate how your personal passion aligns with our mission will set you apart from other candidates.
We think you need these skills to ace Ecommerce Operations Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in e-commerce operations or customer experience, particularly in FMCG or DTC. Use specific examples that demonstrate your attention to detail and ability to manage relationships with stakeholders.
Craft a Compelling Cover Letter: In your cover letter, express your passion for pets and how it aligns with the company's values. Mention your proactive approach and provide examples of how you've improved processes in previous roles.
Showcase Your Tech Savviness: Highlight any technical skills or tools you are familiar with that are relevant to e-commerce operations. This could include inventory management systems, customer service platforms, or website analytics tools.
Demonstrate Problem-Solving Skills: Include examples in your application that showcase your ability to handle multiple priorities and resolve issues under pressure. This will show that you can thrive in a fast-paced environment like the one described in the job posting.
How to prepare for a job interview at Scrumbles
✨Show Your Attention to Detail
As the role requires a strong attention to detail, be prepared to discuss specific examples from your past experience where you successfully managed stock levels or resolved discrepancies. Highlight how your meticulous nature has positively impacted customer satisfaction.
✨Demonstrate Your Proactivity
This position values a proactive approach. Share instances where you took the initiative to improve processes or resolve issues before they escalated. This will show that you can keep operations running smoothly and efficiently.
✨Familiarise Yourself with E-commerce Trends
Stay updated on the latest trends in e-commerce and customer experience. Be ready to discuss how these trends could apply to the company’s operations and how you can contribute to enhancing the customer journey.
✨Prepare for Stakeholder Management Questions
Since the role involves managing relationships with various stakeholders, think of examples where you successfully collaborated with different teams. Be ready to explain how you held others accountable while maintaining positive working relationships.