Order by 10am Thursday 20th December for UK Express delivery in time for Christmas | 1 days 19 hours 25 minutes 8 seconds

CUSTOMER SERVICE & WEB FULFILMENT MANAGER

Function of the role

Manage the efficient fulfilment of our OSPREY LONDON ecommerce Store function. Ensure high standards of customer service are met in accordance with brand guidelines whilst working to time specific goals. Facilitating maximisation of cross-selling and achieving web store targets. Ensuring delivery of high standards of customer satisfaction, loyalty and retention.

Department

Ecommerce

Reporting to

Ecommerce Manager & Brand Communications Manager

Location

Head Office, Dudley Street, Luton

Working hours

37.5 hours Monday – Friday (as necessitates the role – during prime retail periods work may extend outside the normal parameters)

Education requirements

Ideally degree education but min A level standard. GCSE grade B & above in Maths & English

Experience required 

Knowledge/experience of ecommerce fulfilment. Call centre experience advantageous. Retail and customer service experience within a premium retail environment essential – min 3 years. Management experience of teams( 5+) needed

Core Skills 

Excellent customer service skills

Good organisational skills

Excellent communicator both written and verbal

Numerate (for use with internal stock system)

Flexible with a ‘can-do’ attitude

Attention to detail

Target driven

Proactive problem solving ability

Proactive approach to resourcing

Confident with excel

Experience with back office websites

Ability to think strategically and to lead

MAIN DUTIES & RESPONSIBLITIES TO INCLUDE BUT NOT TO BE CONFINED TO:

Management:

• Heading up a team (currently 5) which is likely to grow significantly within the next 2-3 years, Recruitment, training and mentoring of new team members

• Managing resources through the monitoring of ecommerce activity

• Managing rotas and required shift patterns at key sales periods

• Managing costs to ensure department budgets are met

• Ensuring high standards of customer service and order fulfilment are maintained.

• Dealing with staff issues as and when they arise with the support of HR

Sales:

• Fulfilment of orders within company standards and timescales

• Managing the OSPREY LONDON live chat function in order to maximise sales

• Cross selling product as appropriate and reducing refunds by recommending exchanges where possible

Process Management:

• Develop and implement customer service policies and procedures

• Identify and implement strategies to improve quality of service, productivity and profitability

• Keep ahead of customer service industry’s developments and apply best practice

• Maintain an orderly workflow according to priorities

• Coordinate and manage customer service projects and initiatives

• Ensure the team are maximising customer fill rates

• Analyse statistics and compile accurate reports

Customer Service:

• Oversee the achievement and maintenance of agreed customer service levels and standards to ensure we always provide a timely response to all customer orders and queries

• Oversee the handling of complex customer service issues and escalate where appropriate

• Take ownership of customers issues and follow problems through to resolution

• Support wider need for a broad based customer service retail requirement

To apply please send your CV and covering letter to recruitment@ospreylondon.com