E-Commerce and Customer Service Coordinator

Date Posted February 1, 2019
  • Department Internet/E-Commerce
  • Location Toronto, ON
  • Job ID 44890

Position Description

The E-Commerce and Customer Service Coordinator will be responsible for assisting in the development and ongoing maintenance of the Amnesia website and online Customer Service.

Duties and Responsibilities

Duties and responsibilities include, but are not limited to the following:
•Responsible for website development including researching the use of Aps to meet the needs of the business
•Maintain images and gather descriptions for online product database utilizing SEO expertise.
•Responsible for cross referencing image availability and new receipts to ensure publication of new arrivals
•Ensure allocations are uploaded successfully into Shopify platform
•Ensure all products are categorized appropriately and verify that each upload is successful
•Conduct daily auditing of the site to ensure compliance of standards including promotional pricing and onboarding of products and make recommendations for improved customer experience
•Responsible for coordinating the photography of merchandise for the site and external communications (i.e. email campaigns)
•Responsible for coding, testing and deploying email campaigns via Klaviyo
•Conduct competitive research in the online channel and create weekly reports based on competitor and sales analysis providing recommendations on marketing programs, product focus, collection, emailers, top sellers etc.
•Work closely with the E-Commerce Fulfillment Team as the key point on contact for order fulfillment, receiving and transferring of product etc. Manage all supply orders for the Fulfillment Team such as bags, boxes, labels etc. as required
•In partnership with the Operations Team, monitor the scheduling of the E-Commerce Fulfillment Team to ensure hours are optimized during peak periods to maximize sales and KPI’s
•As the key point of contact for all Digital Marketing, liaise with third party vendors on display affiliate emails, provide the budget spend for creative assets and solicit reporting from vendors to provide recommendations for improvements
•Conduct competitive research in the online channel and create weekly reports based on competitor and sales analysis providing recommendations on marketing programs, product focus, collection, emailers, top sellers etc.
•Partner with various departments to create compelling online content that will provide other areas of business a voice for the brand
•Assist with implementing and managing promotions and markdowns within the E-Commerce website accurately and in a timely manner
•Assist with maintaining images and gathering descriptions for online product database
•Assist with managing the inventory for the Ecommerce business including weekly allocations and replenishment reporting and providing recommendations to the Allocations Team to maximize sales
•Be the Company’s ambassador of Customer Service and effectively respond to and resolve all questions, concerns and inquiries within 24-48 hours, to the satisfaction of the Customer (via email and phone)
•Track, record and prioritize customers support issues based on urgency and impact and work with Management as necessary to expedite resolution of important customer impacting issues
•Clarify and reiterate Customer Service policies and procedures to ensure compliance and effective execution
•Manage and track the order refund process (including partial delivery, missing items, returns and etc.)
•Liaise with the store Operations and Ecommerce Teams to find and approve resolutions for online and instore customer concerns and provide positive resolutions in the best interest of the customer
•Provide weekly reporting and logs on returns, inventory and customer service inquiries along with recommendations for improvements
•Communicate with the E-Commerce Fulfillment Team regarding any order discrepancies, missing items, shipping and inventory issues
•Assist the Ecommerce Coordinator with product descriptions and other French translation requirements for the site
•Conduct daily auditing of the site to ensure compliance of French standards promotional pricing and onboarding of products
•Be the front line of fraud attempts prevention and develop investigation tactics to minimize and mitigate fraud
•Handle all Customer inquiries/concerns/issues with courtesy and professionalism, at all times and under all circumstances
•Order all necessary supplies for the Amnesia E-Store (bags, boxes, labels etc.) and be the first point of contact for any IT or hardware related concerns from the Fulfillment Team
•In the absence on the Ecommerce Customer Service Coordinator and Instore Customer Service Administrator, be cross trained to provide support
•All other duties as assigned by management as required.

Working Conditions
•Office environment
•Evening and Weekend work as required
•Travel to Montreal as required

Qualifications
•Bilingual French an asset
•Post-secondary education in digital media and/or related digital marketing experience is preferred
•Solid understanding of online retailing and online analytics, coupled with creative problem-solving skills
•Proficiency in Microsoft Excel
•SEO and Google Analytics experience
•Experience working with the Shopify platform is preferred
•Solid knowledge and experience working with HTML
•Effective organizational, problem-solving skills required with an ability to meet tight deadlines with an acute attention to detail
•Excellent communication skills and ability to successfully multi-task
•Creative and dynamic mindset with the desire to “make things happen”
•Fashion industry experience preferred

Related Work Skills
•Exceptional interpersonal and communication skills (both oral and written)
•Effective problem solving skills – resourceful and solution focused
•Effective time management and organization skills
•Detail oriented – works with a sense of completion and attention to detail
•Ability to multi-task and adapt to changing business needs
•Understand business goals and work closely with key leadership to strategize
•Communicates clearly and effectively with team members and Executive Management
•Is a Team player who works well in a Team oriented environment
•Able to work independently with minimal supervision
•Takes initiative with a “can-do attitude” and the desire to “make things happen”
•Ability to work effectively with speed and urgency in a high productivity environment

We thank all applicants for their interest however, only those selected for an interview will be contacted. Bluenotes is an equal opportunity employer. If chosen to participate in the selection process, accommodations are available upon request. We will consult with the applicant to provide or arrange suitable accommodation in a manner that takes into account the applicant’s accessibility needs.

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