E-Commerce Customer and Operations Coordinator

September 02, 2021

POSITION SCOPE:

We are looking for a diligent and dedicated candidate who is passionate about e-commerce and customer relations to join our small and agile e-commerce and customer service team. Working closely with the Marketing Department and Corporate Administration, the E-Commerce Customer and Operations Coordinator will mainly be responsible for the day-to-day operations of GLI's e-commerce websites and resolving customer inquiries.

RESPONSIBILITIES:

  • Act as point of contact for the DC and Order management team regarding product issues and customer issues;
  • Manage the Return Management Authorization process;
  • Integrate products to Shopify: accurately assign all products to correct navigation categories and manage corresponding data;
  • Ensure data accuracy in price, product name, product copy, and collection pages; 
  • Conduct regular site merchandising optimizations and inventory analysis for all online sales channels;
  • Provide first-level technical support for the e-commerce, shipping, and ERP platforms;
  • Subject Matter Expert for all related aspects of marketing and e-commerce that will be interfacing with our ERP systems;
  • Continuously oversee all incoming customer communications - website, email, live chat, telephone, and social media channels;
  • Respond to customers via live chat, email, and phone with speed and professionalism, providing excellent customer support and consistent branded tone of voice;
  • Share customer feedback with relevant teams;
  • Responsible for building each season's Digital Asset Management (DAM) and Product Information Management (PIM) databases;
  • Accountable for ensuring that all product photography is produced in the various requested formats; 
  • Research and develop standard procedures, policies, and best practices for a better customer experience;
  • Works on special projects as assigned

REQUIREMENTS:

  • Bachelor’s degree in a relevant field, or equivalent work experience;
  • Detail-oriented and meticulous work ethic with a patient and cheerful disposition;
  • Ability to think on their feet, trouble-shoot, and be resourceful;
  • Intermediate skills in Excel and Google Sheets;
  • Tech-savvy, preference for those with experience using Shopify, Klaviyo, Mailchimp, Shipstation, Netsuite, and VisualNEXT;
  • Must be an excellent written communicator in both English and French;

Must be open to working outside regular business hours, especially at peak times of the year, consistent with the online retail calendar.

To apply, please send your resume to humanresources@lemurgroup.com