Customer Service and Warehouse Fulfilment

We are seeking a detail-oriented and organised Customer Service and Warehouse Fulfilment Representative to join our team. In this role, you will be responsible for providing exceptional service to our customers. They will respond to enquiries, resolve issues or disputes, and ensure customer satisfaction through various channels such as email, chat, messages and DM's (but not limited to). Working in this role you will be responsible for ensuring all orders are accurately and efficiently processed as well as process any returns. In addition to this you will be responsible for organising the warehouse cleanliness, warehouse layout and storage management.

Required skills and experience:

• Proven experience in warehouse operations, order fulfilment, or a similar role, preferably within an e-commerce environment
• Strong organizational skills and attention to detail
• Ability to work in a fast-paced environment and meet deadlines
• Basic computer skills, with experience using inventory management software and e-commerce platforms
• Good communication skills and the ability to work effectively in a team
• Physical ability to perform warehouse duties, including lifting and moving products
• Problem-solving skills and a proactive approach to improving processes
• Familiar with Shopify, customer service platforms and shipping platforms

What this role involves:

Customer Care

• Customer Support: Respond to customer inquiries via email, chat, and all social channels in a timely and professional manner, addressing questions related to products, orders, shipping, and returns
• Order Management: Assist customers with queries regarding order placement, tracking, and status updates, ensuring a smooth purchasing experience
• Issue Resolution: Handle customer complaints and issues, providing effective solutions to ensure customer satisfaction and retention
• Returns and Exchanges: Manage the return and exchange process, including issuing refunds, coordinating replacements, and ensuring timely resolution according to company policies
• Product Knowledge: Maintain a strong understanding of the company's products and services to effectively assist customers and provide accurate information
• Collaboration: Work closely with the team to resolve any order or product- related issues and provide feedback on common customer concerns
• Customer Feedback: Gather and report customer feedback to help improve products, services, and overall customer experience
• Proactive Assistance: Identify opportunities to enhance the customer experience by offering additional support or suggesting products that may meet their needs

Warehousing + Order Fulfilment

• Order Processing: Accurately pick, pack, and prepare customer orders for shipment in a timely manner, ensuring all items are correctly packaged and labelled
• Inventory Management: Monitor and maintain inventory levels, performing regular stock counts and reporting discrepancies to ensure accurate records and availability
• Shipping Coordination: Coordinate with shipping carriers to ensure timely dispatch and delivery of orders, including generating shipping labels and tracking shipments
• Warehouse Organisation: Maintain a clean and organized warehouse, ensuring that all products are stored correctly and safely, and that the workspace is free of clutter and hazards
• Quality Control: Conduct quality checks on products before shipment to ensure they meet company standards and customer expectations
• Continuous Improvement: Identify opportunities to streamline fulfillment processes and improve efficiency in the warehouse
• Storage Optimization: Develop and implement effective storage strategies to maximize space utilization and ensure easy access to products
• Process Improvement: Continuously evaluate and improve warehouse processes to enhance efficiency, reduce costs, and improve overall performance
• Storage Planning: Coordinate a plan and readjust storage to make room for new shipments and new products