Full Time E-commerce Customer Care Coordinator

3 weeks ago

Rosebery, Australia Incu Full time

**Full Time E-Commerce Customer Care Coordinator - Rosebery, NSW**:
**Responsibilities**:

- Take appropriate action to resolve, investigate and own all customer service requests and enquiries within allocated KPI timeframes.
- Be proactive in response and build relationships with the Incu customer.
- Assist customers in troubleshooting online issues, and report back to Ecommerce Manager and Coordinator with any bugs, and suggested improvements.
- Provide analytical feedback and advise of any trends in customer behaviour to Ecommerce Manager and wider Incu team.
- Oversees order fulfillment with stores and warehouse teams to ensure orders are fulfilled accurately and on time. Communicate any delays with customers.
- Management of order/inventory re-allocation through means of ship from store process.
- Management of Returns, Exchanges, Gift Vouchers, Promotional codes, and VIP discounts. Report on performance usage.
- Stock and sample management for Ecommerce and marketing shoots - stock pulls from stores etc.
- Assist Ecommerce Manager with Database Management and Analysis as required.
- Drive continuous improvement and seek to streamline internal process with Ecommerce Manager, as required.
- Conduct daily QC of website content to ensure all products online are accurate and optimised to support website navigation.
- Ad-hoc placement of stationery and supply orders.

Competencies required
- Excellent verbal and written communication skills.
- Is customer centric and focused on delivering a premium brand experience.
- Experience working with similar ship from the store process.
- Experience with Shippit and AP21 is highly regarded.
- Able to handle difficult situations, and work under pressure.
- Excellent time management skills and the ability to multitask
- Strong organisation skills
- Ability to take direction, and work in a team environment
- Ability to use initiative, and make decisions with the business and customer in mind
- Is analytical in approach, and can provide feedback and suggestions for improvement

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