E-commerce Assistant

2 weeks ago

London, United Kingdom Tate Full time

Our client a leading Swiss manufacturer in watches and jewellery are looking for an experienced, enthusiastic **E-commerce Assistant **to join their successful and outgoing team.

**Paying £32,500 with £3,000 bonus**

**5 days a week at Royal docks**

**Main Function**

***

To be the first point of contact for E-commerce customers for the company's UK website on a day to day basis assisting with a range of customer enquiries and product requests. To lead the expansion of Ecommerce into Ireland.

**Key Tasks**

**Customer Care**
- Monitor all e-commerce orders to ensure they are processed efficiently and quickly
- Manage customer expectations using the daily delivery updates to monitor and flag any delivery delays
- Developing excellent customer relations and striving to create a luxury shopping experience both online and offline.
- Using excellent product knowledge and passion for the brand to seek sales opportunities
- Dealing with all complaints in a professional and timely manner
- Liaise and work closely with the customer care team on e-commerce product cases
- Advise customers of the new website features: 'Click & Reserve' and Straps
- Act as a Brand Ambassador and Brand expert internally and externally
- Maintain the Brand's reputation for excellent customer service
- Assist to update client information and preferences on the salesforce CRM system
- Understand the product catalogue in its entirety and update the catalogue online

**Logistics + Finance**
- Facilitate communications with internal teams to highlight problems, updates and agree on resolutions
- Quality control check e-commerce returns and process refunds in magento
- Manage the returns process with Logistics + Finance in SAP
- Work closely with the Finance team to detect and solve any payment, refund or fraud issues
- Website updates, Content & Third Party Retailer Websites
- Assist with the development of future projects
- Monitor the daily running of the website, reviewing both the user and customer experience
- Planning homepage content & updating the bestseller blocks
- Working alongside the digital marketing and PR teams on planning campaign launches
- Reviewing third party websites to reflect the company's brand image and advising the e-commerce teams of any updates/new imagery

**Profile**
- Experience working in a Customer Care or Retail sales role for a luxury company
- Background in E-Commerce and knowledge of front and backend operations
- Experience in building strong, commercial relationships through a professional but personable approach
- Experience with SAP, Magento and Salesforce CMS would be an asset
- Articulate and eloquent with excellent communication skills
- Good understanding of Microsoft Suite including Excel
- Passion for luxury, ideally in Fine watches
- Multi-tasker and ability to prioritise workload
- Ability to keep calm and positive in stressful and busy periods
- Reliable, enthusiastic and positive with a Team Player attitude
- Ability to deal with difficult customers or situations
- Be accommodating to changing work hours, shifts and holiday working

Tate is acting as an Employment Business in relation to this vacancy.

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