E-COMMERCE CUSTOMER CARE MANAGER - FASHION

Summary about this job

Detail information about job E-COMMERCE CUSTOMER CARE MANAGER - FASHION. Terms and conditions vacancy

About the business

OneTeaspoon is a global Denim brand based on Sydney's Northern Beaches. With stockists located in over 40 countries, this premium denim icon is experiencing great success and rapid expansion both here in Australia and in the Northern Hemisphere.

About the role

We are looking for a natural born leader to inspire a positive and 'go-getting' attitude within our customer care team.  A positive, high energy, self-motivated, natural problem-solving individual that loves their customers and loves to make sales.

To be eligible for the role, you must fulfil the following criteria:

• Manage a small customer care team to get the best out of each individual.

• Set daily, weekly, monthly customer service goals from both a customer service 'best in class' perspective and sales perspective.

• Have a strong sales focus.

• Liaise with the General Manager & Digital Marketing Manager on Daily, weekly, monthly sales targets.

• Attend Product training meetings with Design team.

• Conduct regular product training with the team to ensure product knowledge is at a high level.

• Plan with the eCommerce team effective strategies to generate more online leads.

• Review website content to ensure all data is correct and well represented according to customer enquiries.

• Maximise online sales and repeat customers through phone/email communication

• Provide exceptional online customer service support with regards to product & fit queries, deliveries, orders, via telephone, e-mail, social.

• Respond to queries regarding products, delivery, service issues and processing sales via email and phone.

• Provide the customer service team with weekly feedback on their efforts from the previous week and offer advice on what could be improved and what worked well.

• Manage customer service team to ensure they are communicating with the 'OneTeaspoon' voice & in a timely manner & ensure they are identifying opportunities to up-sell.  Give feedback daily on this.

• Manage verification of orders for fraud and ensure timely fulfilment

• Resolve order-related issues by liaising with clients and internal/external vendors (warehouse/freight/out-of-stock)

• Contact clients for credit card declines

• Manage pick & pack facilities both internal and external to ensure orders & returns are being completed in a timely manner.

• Identify opportunities to enhance the customer care experience in order to maximise sales.

• Assist with various operational and administrative tasks.

Benefits and perks

We have a strong family culture here at OneTeaspoon.   We are a reasonably small team with means you can make a big impact quite quickly with the input you have within your role.  Being small you work closely with the owners which makes for fast decisions.  We have an open plan office on the northern beaches with onsite parking for all staff.  On top of that staff receive a very generous staff discount on all collections.  Being in a rapidly changing industry there are always opportunities to grow within the business.

Skills and experience

To be successful, you should have a passion for world class customer service, a natural ability to lead a team & a strong interest in fashion.  

Specific requirements:

• Outstanding verbal and written communication

• Excellent self organisation and time management skills

• A strong focus on sales and exceeding targets

• Excellent computer skills (Microsoft office & G-suite)

• A dynamic and proactive approach with the ability to adapt to rapid changes

• Passionate about providing exceptional customer care

• Previous experience with Zendesk ticketing system

• Previous experience with Fraud detection suites (Signifyd, Kount)

• Previous experience with Payment gateways ZipPay, Apple Pay, Braintree & Paypal preferred.

• Previous experience with Logistics companies & thorough understanding of the courier network.

• Knowledge of the ACCC Guidelines.

• Thorough understanding of the e-comm workflow from order placement through to dispatch.

• A strong interest and/or knowledge of Denim & fashion.

• 2-3 years experience in a similar role

To apply, we will need to see

• Your CV

• A cover letter describing yourself.

Only short-listed applicants will be contacted.