E-Commerce Operations Coordinator

1 week ago

London, Greater London, United Kingdom Hermès Full time

E-Commerce Operations Role

At Hermès, we are seeking an E-Commerce Operations Coordinator to join our team. This role will be responsible for managing transport, logistics, and information systems incidents.

  • Follow up and manage delivery incidents with our transport partners, resolve complaints and delivery disputes.
  • Handle manual requests for shipments, pick-ups, etc.
  • Identify and report anomalies in e-commerce information systems.

Order Validation

  • Support the validation of orders so that they can be prepared for shipment within the established timeframe.
  • Review and manage each order for corrections and special customer requests.
  • Leave useful and factual comments to the CRC team.

Payment and Fraud

  • Carry out manual debit and refund operations.
  • Track outstanding payments and blocking payment statuses.

Customer Analysis

  • Collect information about the client's purchase history on the website and in our stores.
  • Identify and report any purchasing behaviour that does not respect the values and policies of the company.

Omnichannel Projects

  • Support the ad hoc projects and the roll out of Omnichannel services.
  • Coordinate with the retail stores teams to provide the best shopping experience to customers.

Competencies

  • Ideal 2 to 3 years of operation experience within a retail environment.
  • Organized, agile and with analytical mindsets.
  • Ability to work independently and a keen sense of priorities.
  • Advanced skill in Excel.
  • Knowledge of office automation tools and specific software.
  • Team player, with great interpersonal skills and a humble spirit.
  • Professional with ability to work efficiently and accurately under pressure.

Contractual Information

  • 12 months fixed term contract, 37.5 hours a week, and 1 hour lunch break.
  • Office based in central London.
  • Shift duties may require: Monday to Saturday, with 1 day off during the week, working hours between 8am to 7pm.

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