E-Commerce Operations Coordinator - Birkenstock - Cape Town at Ares Holdings

E-commerce Operations

• Ensure all E-Commerce operational activities are consistently executed according to Standard Operating Procedures and applications used (Returns Go, Error Optimize, DSV e-visibility, DSV recaps systems and courier partners)
• Ensure the order well for B2C for Birkenstock is always clear and orders are delivered according to the delivery lead-times for the brand.
• Work closely with the customer service team on all customer queries
• Ensure that all packing requirements are followed correctly by the warehousing partner.
• Monitor returns with the customer service team and assist to reduce the return rate.
• Assist customer care with customer product re-selection options
• Work closely with the merchandise planner and logistics to minimise cancelled orders.
• Managing customer queries and escalating when necessary.
• Place replenishment orders for packaging to dispatch all e-com orders from warehousing partner.
• Provide ad hoc support to adjust the site, including front-end customizations, improving speed/performance, and other customizations as needed.
• Ad-hoc UAT for e-commerce and omni-channel projects.
• Ensure all products are listed and enriched for the e-commerce store.

Customer service

• Conduct customer surveys to gauge satisfaction levels. (NPS Score)
• Employ analytical skills to identify and resolve gaps in customer experience.
• Outline customer query responses for the Customer service team to communicate to customers.
• Document and maintain customer service policies.
• Update and maintain frequently asked questions on the website and the live chat.
• Ensure webforms are up to date and user friendly

Performance tracking

• Ensure all tracking for ads performance is in place.
• Ensure all tracking tools are set up and up to date for ecommerce.
• Ensure all the correct collections are created and correct links are supplied to agency for e-mailer and banner call to actions.
• Work through heatmapping tools daily and make improved user experience suggestions based on the findings.
• Monitor and analyse website analytics to identify areas for improvement and optimize content accordingly.
• Support the E-commerce manager in global reporting requirements (KPI, Data, and Performance) when needed.
• Reporting to the E-commerce manager weekly/bi-weekly updates on user experience findings with a solution-based approach.

Online Inventory management

• Control e-commerce inventory and pricing in line with Planning team – communicate out of stock items to planners and ensure replenishment orders are placed."
• Ensure inter business stock transfers take place between regions to assist online customers.
• Assist with integration and stock alignment errors

Requirements

• Bachelor's degree required, with preference for e-commerce
• Proven experience in mapping and managing online customer journeys.
• Background in direct marketing and e-commerce environments
• Familiarity with Content Management Systems (CMS).
• Proficiency in using diverse CRM platforms
• "Analytics - using Google Analytics, social media analytics, mailer analytics and other measurement tools to provide reports on metrics, and continually find ways to improve on those metrics through testing and new initiatives"
• "E-commerce: experience is preferred (background in e-commerce, understanding how online sales processes work, including payment gateways, shipping options, and inventory management)"
• Troubleshooting and analytical skills combined with the desire to tackle challenges head-on.
• "Proficiency in Shopify Platform: deep understanding of the Shopify platform, including its backend operations, functionalities, and capabilities"
• Experience with tools and technologies used for website merchandising and management, Microsoft Office
• Proactively source and load relevant information to drive a rich customer experience online and increase conversions and sales.
• Be able to embracing change.
• Paying attention to detail.
• Good relationship building skills
• Seizing business Opportunities.
• Be able to work in a team and prioritize tasks.
• Background in direct marketing and e-commerce environments.
• Valid driver's license and own car essential
• Understand the complete online customer journey from order placement to fulfilment
• "Data Analysis: The ability to analyse and interpret data from Shopify analytics or other tools like Google Analytics to make data-driven decisions and strategies"
• Advanced skills in Google Analytics.