E-commerce Specialist

6 months ago

Johannesburg, South Africa Pandora Jewelry Full time

**Role **:eCommerce Operations Team Specialist

**Reports to **:Country Manager***

Description

The primary responsibility of the eCommerce Operations Team Specialist is to run, guide and support day-to-day operations of the eCommerce fulfillment center to ensure great customer experience for our Pandora customers.

What we expect form the role:

- Picking, packaging and distribution of sold items
- Working with IT required for printing and handling of order/return fulfillment
- Providing a professional level of customer service via phone with emphasis on strong after sales service
- Checking and counting stock received for eCommerce inventory and shipping material
- Ensuring all returns are processed correctly and dealt with efficiently and timeously
- Manage the fulfillment center of the South African Pandora eCommerce business, thereby shapes and ensures qualitative operational processes and drives constant optimization
- Supports in operational activities including picking, packing and returns management (no nightshifts)
- Maintain standards in merchandise handling, loss prevention and replenishment
- Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA
- Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPI´s
- Support Pandora South Africa Country Manager in resource planning (incl. Seasonality and temp resources), and report on operational productivity
- Supervises (any if required seasonal and temp resources) in all operational activities, including inventory management, warehouse and operations management, customer service support and other ad-hoc activities
- Train and develop Sales associates to achieve full potential: monitors productivity and motivates employees, delivers coaching as needed
- Actively driving the cooperation with the courier to improve delivery speed and handle complaints as well as claims towards the courier
- Maintain knowledge of upcoming sales forecast and promotions in order to prepare accordingly for demand, capacity and resource as required
- Perform operations activities including and reporting, reviewing time sheets and other payroll documentation for seasonal or temp resources.
- Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices

KPIs:

- Picking and packing time
- Customer service satisfaction
- Stock management accuracy
- Team management (employee NPS / retention of staff)

Requirements**:

- Must have a minimum Grade 12 with a preference to a tertiary education in Ecommerce, (preferably a degree)
- Must have 3-5 years retail/logistics experience (Sales; Luxury or Jewelry Sales preferred)
- Excellent communication skills
- Fluent in English
- MS Office skills, especially Excel
- Basic knowledge in data analysis and reporting
- Basic knowledge of website administration
- Excellent customer service skills
- Strong organizational skills and ability to multi-task in a fast-paced environment
- Motivation and a hands-on attitude

The above are the ideal requirements. Even if you don´t meet all of them, we highly encourage you to apply.

**Role **:eCommerce Operations Team Specialist

**Reports to **:Country Manager***

Description

The primary responsibility of the eCommerce Operations Team Specialist is to run, guide and support day-to-day operations of the eCommerce fulfillment center to ensure great customer experience for our Pandora customers.

What we expect form the role:

- Picking, packaging and distribution of sold items
- Working with IT required for printing and handling of order/return fulfillment
- Providing a professional level of customer service via phone with emphasis on strong after sales service
- Checking and counting stock received for eCommerce inventory and shipping material
- Ensuring all returns are processed correctly and dealt with efficiently and timeously
- Manage the fulfillment center of the South African Pandora eCommerce business, thereby shapes and ensures qualitative operational processes and drives constant optimization
- Supports in operational activities including picking, packing and returns management (no nightshifts)
- Maintain standards in merchandise handling, loss prevention and replenishment
- Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA
- Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPI´s
- Support Pandora South Africa Country Manager in resource planning (incl. Seasonality and temp resources), and report on operational productivity
- Supervises (any if required seasonal and temp resources) in all operational activities, including inventory management, warehouse and operations management, customer service support and othe

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