Overview:
EVE LOM is seeking a passionate, dedicated individual with an interest & background in handling client inquiries while managing client satisfaction. The role is based in London, UK with a hybrid remote and office schedule and will be reporting into the Senior Director of E-Commerce.
E-commerce Order Management
* Review open orders report daily to ensure orders are being fulfilled in a timely manner.
* Troubleshoot and resolve issues regarding open e-commerce orders and work with the US and UK warehouses on lost packages and address changes.
* Monitor Shopify and PayPal daily for chargebacks, pending returns, and orders flagged for fraud.
* Moderate and cancel orders in the order management system as needed.
* Work with the warehouse, IT, and OPS team to resolve fulfilled issues.
* Execute Amazon and eCom inventory transfers.
Customer Service
* Taking a hands-on role with our customers, navigating through challenging situations to achieve a positive result and experience.
* Contact customers to resolve issues and escalate as needed.
* Communicate with customers on all inquiries regarding products, loyalty program information, and order status through email
* Collaborate with supervisor, 3rd party vendors, and internal team to improve customer experience, correct and prevent customer complaints, and suggest improvements to enhance customer experience.
* Track CSAT score and make optimization suggestions monthly.
* Provide prompt and friendly customer support through the ticket-based system Gorgias and escalate customer inquiries to appropriate departments.
* Assist eCommerce team with testing and troubleshooting website issues.
* Enhance customer experience by making product recommendations and new routine suggestions to customers.
* Support with special projects as needed.
Content Management
* Set up and execute website content updates to support corporate initiatives, including but not limited to: blog articles (including brand campaigns), Store Locator updates, moderation of reviews and UGC, Events Pages, FAQs, etc.
* Support content requests submissions by adding details needed for creative work to begin, such as creative briefs, product selects, asset links, and examples.
* Update site content calendars and assist with cross-functional communications while ensuring that non-commercial content is up to date.
* QA and validation for all new content/functionality launches to the websites from staging to production.
* Conduct thorough QA of site content to ensure a high-quality client experience across mobile and desktop.
Required Skills
* Minimum 3 years of DTC customer service experience;
* Must be able to address customers' issues by being helpful, efficient, and knowledgeable;
* Ability to provide excellent customer service consistently;
* Exemplary communication/interpersonal skills, both verbal and written;
* Ability to navigate and work with multiple computer programs and systems;
* Experience with Shopify, Gorgias, and Yotpo is a plus;
* Previous experience in the beauty industry or skincare sales is a plus.
Work Schedule
Hybrid work schedule (3 in-office days: Tuesdays- Thursdays, 2 days remote), from 10:30-19:00