E-Commerce Operations Coordinator

  • Company: Christian Dior Inc.
  • Country / Region : United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Digital
  • Experience required: Minimum 2 years
  • Reference No.: CDC03903
  • Date of publication: 2020.11.04

Position

JOB PURPOSE:

The E-Commerce Operations Coordinator will support all operations related processes and evaluate individual customer issues, identifying unique and innovative solutions. They will be well trained in systems and product knowledge in order to offer quick and accurate assistance to customers.  


Profile

TASKS AND RESPONSIBILITIES

  • Manage all aspects of customers Returns and Exchanges; to include decision taking for the Rejected Returns, monitor & report returns of counterfeit items
  • Closely monitor all Clients issues presented by the Customer Care by replying to any client issues within 24h; building a log of pending client issues to better follow up / keep track of open issues
  • Update detailed notes on the E commerce platform during and after each evaluation of a case and inform the necessary party of any action that needs to be taken
  • Manage customers UPS lost shipments - open and monitors claims with UPS, take decisions on each individual case and follow through closure. Manage the claims dashboard and follow all the lost shipment to closure
  • Monitor warehouse daily operations and implement daily quick checks at workstations - verify if shipments packed by the Dior guidelines, etc
  • Supervise and Ensure 100% Customer SLA- ensure that requests sent to Customer care are being addresses in a timely manner. Lead collaborative problem-solving efforts to improve quality of customer service and eliminate inefficient processes
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies, inform the Call Center accordingly
  • Become first level of IT support for orders cancellations; failure in interfacing at warehouse level
  • Stock Discrepancy Management: Monitor & Reconcile
  • Chargeback Management: research pending claims and provide Finance team with the necessary supporting documentation, log upkeep, provide & update the info for the monthly KPIs
  • Collaborate with Operations and cross-functional teams to identify opportunities for process improvement and improved customer satisfaction

REQUIREMENTS

  • Excellent communication and interpersonal skills
  • Intermediate Excel skills required (advanced skills a plus)
  • Ability to thrive in a fast-paced, high volume environment while being proactive, motivated, dedicated, and able to take initiative
  • Self-motivated and team-oriented
  • Strong systems capability and ability to adapt to new applications as required
  • Knowledgeable of direct to consumer fulfillment operations
  • Strong organization skills, attention to detail and follow through to resolve any outstanding issues
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Fashion & Leather Goods

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