eCommerce Account Coordinator

Job Description

Employment: Full Time The job holder of this position is responsible for the day-to-day eCommerce operations, on an end-to-end perspective from order management to returns. The job holder is also responsible for the stock control and the quality of service and relationship management with Guests.What youll be doing:Receive the orders from eCommerce back office, and process them into the POSMaintain the stock level and liaise with management to ensure replenishment and deliveriesAudit the stock levels and check the consistency of the data through the different platforms and software used, and in coordination with eCommerce - Merchandise Analyst. Ensure that discrepancies and variances during stock take and cycle counting are properly identified and communicated to Back-officeManage order preparation and shipment respecting Business rules and requests (time, quantity and quality)Ensure invoicing for all orders is done accurately and according to the guidelines. Print the invoice and attach it to the order shipmentHandle inbound and outbound customer queries related to the customer accounts, loyalty membership and/or product purchases via a variety of channels (email, telephone, mobile)Ensure a quick resolution of Customer queries while offering the highest level of customer serviceInvestigate any issues raised and revert to the CustomerRespond to e-mails received within the SLA and guidelines framework, professionally and with an all-encompassing responseEscalate high profile customer complaints to managementMake any outbound calls required to follow-up on Customers enquiries and requests, members/customers surveys or any other calls as required from time-to-timePerform Data Capture functions to complete member registration or order management and enter details into the database, process manual transactions and any other ad hoc work that may the requiredReporting:Establish and maintain metrics and provide frequent communication and feedback to management to enhance quality and productivityProduce operation reports and customer management reportsHelp solve problems and make informed decisions that affect the service, and productivityAssess, evaluate and propose continuous process improvementAdjust priorities and manage time wisely in a fast-paced environmentUpdate order status on the monitorManage the shipment provider, proceed to handover and follow up on delivery processTo ensure all documentation and stock updates are done in a timely mannerLiaise with Front-Of-House/Concierge Desk whenever it is needed to provide any required information and solve any issue with Customer (returns, refunds, cancellation, claims)Returns / Refund Management:Manage the return process by entering returns in the order management tool:Reception of the returned orderQuality control of the productsProcess validation according to the business specifications for RMAIn case of product replacement prepare the next shipment, and in case of refund ensure the customer has been credited REQUIREMENTS: What youll have:A minimum of 2 years of relevant experienceUniversity Degree in Business Administration or any relevant field

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About Company

The Chalhoub Group is the leading partner for luxury across the Middle East since 1955. As an expert in retail, distribution and marketing services based in Dubai, the group has become a major player in the fashion, beauty and gift sectors regionally.

By blending its Middle East expertise and intimate knowledge of luxury, Chalhoub Group is building brands in the region, by offering service excellence to all its partners and a unique experience to its customers through its passionate teams.

With a growing workforce of more than 9,000 people, implemented in 14 countries, as well as the operating of over 470 retail outlets, the groups success is attributed to its most valued asset of highly skilled and dedicated teams. Professionalism and passion are what fuel the Chalhoub Groups competitive edge in todays market.

By being committed to implementing sustainable practices into their business, the Chalhoub Group has been awarded in 2013 the CSR Label from the Dubai Chamber of Commerce.