E-Commerce Customer Service Executive

An operations Executive is required for an e-commerce company based in Dubai and specialized in Fashion/furniture products.

The operations assistant has to be fluent in English and preferably has experience in e-commerce, Shopify.

Tasks of the operations assistant include:

1. Organizing day-to-day operations.
2. Monitor eCommerce websites to ensure proper functionality of links/pages.
3. Process customer orders and returns and other customer service issues related to online purchases, ensuring accuracy and timeliness.
4. Assist customers on the status of their shipment, outstanding shipments, or tracking.
5. Creating and maintaining records of customer interactions with the company or its affiliates.
6. Update customer accounts as needed, maintaining accurate records.
7. Write and edit product content that will be published on e-Commerce websites/portals, including product descriptions, pricing, and images.
8. Monitor website traffic and analytics, reporting any issues or concerns to management.
9. Stay up-to-date on company policies and procedures, as well as industry news and trends.
10. Proactively resolve customer issues, taking ownership of the customer experience.
11. Analyze inventory clearance levels.
12. Analyze selling data history and provide 3rd party buy guidance.
13. Launch new customer acquisition programs.
14. Acts as the first contact point for customer claims; supports customers in notification and reception of claims, provides claims documents, collects required documents from claimant, and hands over to specialized claims handlers when documents are complete.
15. Involved in the conceptual development of all email communications with the team.
16. Assist with the development of new email content and strategies to increase conversion.
17. Identify SEO best practices regarding inventory, pre-orders, and pricing policies.
18. Respond to e-commerce customer service issues in a timely & friendly manner. Manage pre and post purchase inquiries via email, phone calls, WhatsApp, and social media platforms for all brands within our portfolio.
19. Coordinate with other teams on the execution of brand, marketing, and e-commerce activities.
20. Execute and manage all steps of the purchase order process.
21. Enter all markdowns and online promotions into the system.
22. Analyze sales trends and use learnings to identify product opportunities, trends, and offerings which will impact the business and provide results.
23. Understand brand objectives and plans to create holistic business plans covering assortment, pricing, promotion, and merchandising strategy to drive business.
24. Create monthly, quarterly, and annual business plans to deliver on aligned goals.
25. Execution of assortment, pricing, promotion, and merchandising in line with aligned business plans.
26. Review performance regularly and take actions to course correct wherever necessary.
27. Incorporate merchandising and marketing calendars in business plans.
28. Assist in the creation of merchandise/seasonal plans for the concept based on insights gained from brands, merchandise analytics, customer preference, historical and current trends.
29. Analyze weekly and monthly performance vs. KPIs and present learnings and action plans.
30. Brand and Category Expansion.
31. Understanding of the market landscape to onboard new brands and expand into new categories.
32. Create business cases and business plans to launch the new categories and brands on Ecommerce.
33. Demonstrate strong collaboration and negotiation skills while working with vendors and brands.
34. Understand the mechanism of margin/pricing/markup and costing relevant for each supplier and each territory.
35. Review and analyze stock/sales reports on a regular basis and take actions based on insights.
36. Monitor inventory and ensure stock sufficiency to deliver on aligned business plans.
37. Monitor the reorders based on sales and revise/optimize allocation accordingly.
38. Research product details or company policies to answer questions Processing orders, including collecting shipping information and processing payments.
39. Providing information about products and services including pricing, availability, delivery options, and order status.
40. Providing customer support and requests via email, phone, or social media channels such as Facebook or Twitter.
41. Responding to questions about products, shipping, returns, exchanges, and other topics Providing customer service and troubleshooting issues with various ecommerce platforms such as Shopify.
42. Provide an excellent customer service experience to all customers, handling inquiries and complaints in a professional and efficient manner.
43. Manage end-to-end shipment lifecycle liaising with all internal and external stakeholders.
44. Proactively informs customers on shipment status, exceptions, and provides intermediate updates on incident solutions.
45. Takes and handles customer inquiries, e.g. Track and Trace.
46. Responsible for all KPIs and SLAs agreed with allocated customers.
47. Takes and registers all customer complaints.
48. You take ownership of your work and continuously strive for improvement.
49. Ability to generate and implement new initiatives to increase online sales and profitability.
50. Direct customer support on both technical and transactional via e-commerce platforms or other tools.
51. Establish and monitor prices for all products in the eCommerce channels and maintain a keen awareness of our competition to study what works and what does not.
52. Develop and maintain sales materials and current product knowledge to prepare action plans and schedules to identify specific targets and potential sales volumes.
53. Establish necessary direct relationships with e-commerce retailers to feature company products on their platforms.
54. Prepare data analyses to adjust prices on a daily basis on Excel or other similar tools and monitor competition by gathering current marketplace information on pricing, products, and trends.
55. Communicate new product and service opportunities, special developments, information, or feedback gathered.
56. Managing suppliers and vendors.
57. Assist in processing and replenishing merchandise and participate in the receipt of stocks.
58. Ensure the shop is kept clean and tidy at all times.
59. Establish solid relationships with customers, cross/upsell and deliver excellent product awareness.
60. Maintain an awareness of all products, promotions, advertisements, and new releases.
61. Ensure proper display and visual merchandising standards according to communicated guidelines at all times.
62. Maintain a strong floor presence driving sales, promoting customer service excellence and attending to customers' needs.
63. Recognize security risks and thefts and handle situations as fast and professionally as possible.
64. Deliver any other communications tools as appropriate and as directed by the director.
65. Fulfill any other role duties as directed by the director.

Key Requirements:

• Knowledge and avid interest in luxury fashion.
• 1-5 years' experience in the Express or Ecommerce industry.
• 1-5 years' experience of Customer Service preferably handling key business clients.
• Good Express product knowledge.
• Working knowledge of transportation management systems (TMS).
• Ability to handle challenging situations in a composed manner.
• Strong analytical and numerical skills.
• Shopify developer experience, or similar eCom platform.
• Experience launching successful products and features, preferably on multiple platforms, is a big plus.
• Excellent communication and presentation skills.
• Ability to build consensus and negotiate resolutions.
• Experience running A/B tests and leading optimization efforts.
• Graphic Design is a plus.
• Salesforce CRM and Marketing experience is a plus.