Description
As an Ecommerce Coordinator, you will support the day-to-day running and performance of our online stores in a fast-paced, premium retail environment. Your main focus will be taking ownership of customer service and order issues, ensuring customers receive clear, timely, and professional support. You will work closely with our warehouse and internal teams to resolve problems efficiently and accurately.
Key responsibilities include:
- Taking ownership of customer service across our ecommerce stores, responding to customer enquiries, managing returns and exchanges, and resolving order issues such as delivery delays, cancellations, address changes, and stock discrepancies.
- Managing order exceptions, working closely with our warehouse and fulfilment teams to investigate and resolve issues quickly.
- Maintaining accuracy on the Shopify website, ensuring product listings are correct and up-to-date, including titles, descriptions, prices, images, and product options.
- Supporting reporting and data checks, maintaining simple trackers in Microsoft Excel and pulling regular performance information from the website and reporting tools to support weekly updates.
As you gain confidence and experience, you will take on more responsibility, including:
- Greater involvement in how products are presented on the website, including collections, categories, navigation, and seasonal layouts.
- Supporting the setup and checking of sales events, promotions, and product launches.
- Adding insight to reports, explaining what has changed, why it happened, and what could be improved next.
- Taking on more responsibility for managing product data flows between our internal systems and the website, improving accuracy and efficiency.
The ideal candidate will have strong customer service experience, ideally within an ecommerce environment, and be confident handling complaints and order problems from start to finish. They will be highly detail-focused, with a practical, organised approach to their work, and be comfortable working with systems and data.