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 ManagementReview 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 ServiceTaking 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 emailCollaborate 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 ManagementSet 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 SkillsMinimum 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 ScheduleHybrid work schedule (3 in-office days: Tuesdays- Thursdays, 2 days remote), from 10:30-19:00