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ECommerce Manager

The Source
Job LocationBirmingham
EducationNot Mentioned
Salary£25,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Use your people and operational management experience, excellent customer service skills, and familiarity with mail order / e-commerce fulfillment in this team manager role in the jewellery sector. Successful, long established family business with retail stores and a very successful mail order / e-commerce arm which is the major sales channel and rapidly growing. Exclusive products designed and commisioned by the company and not available elsewhere. Small team, friendly and supportive atmosphere, some pressure due to volumes of orders and timescales at times. Based in Birminghams Jewellery Quarter. Salary around £25k pa depending on experience.The candidate:We are looking for experience, skills and attributes that include:

  • people management over 3 to 5 + years in a customer service environment - this is essential
  • call centre and / or B2C mail-order environment / e-commerce or in logistics or fulfillment roles
  • good operational management expertise
  • setting and management of targets/ KPIs, individual performance reviews
  • coaching and mentoring of team members - there are 8 in this team
  • analytical abilities, numeracy and IT literacy
  • willingness to be flexible, roll up your sleeves, pick up the phones and participate in picking and packing in addition to your management responsibilities
  • not necessary to have jewellery sector background
    • The role:The primary function is to be the customers champion within the business. You will achieve this by managing the growing in house customer services and fulfilment team of 8, ensuring the targets are met, timely fulfilment of customer orders and management of inbound and outbound calls to ensure the customer service we offer is excellent.Additionally manage the relationship with the outsourced call centre for overflow, out of hours and weekend call management on a day to day basis ensuring the quality of our customer our service is reflected in this external bureau as well as mentoring their performance against KPIs.Working closely with the stock control manager be pro active in dealing with stock outs. Keeping customer informed.Fulfilment responsibilities:Management of the 8+ fulfilment staff whose functions include pick, pack, despatch and customer calls both inbound and outbound relating to orders and customers service queries. As well as keying orders.You will set targets and then ensure that they are meeting these excellent customer service targets, including same day/next day despatch and quick call pick up. Order input within the day etc. You will keep the team updated on stock situations and ensure the smooth and fast fulfilment of customer’s orders.Your will chair the weekly operation WIP meeting and working closely with the Stock control Manager ensure that both the fulfilment team and the customer have the most up to date information on items that may be temporarily out of stock.The marketing team will provide order forecasts by week, using this information you will manage the team for optimum performance.The company:This is a family business steeped in the creation and manufacture of fine jewellery since 1870 currently run by the 5th generation of the family.There are 7 shops and the mail order arm which is the rapidly growing area of the business currently. 40% of the turn-over is the shops sales and 60% the mail order. The mail order side is run out of the HQ in the Birmingham Jewellery quarter.Using coloured gem stones, hand-picked for colour, clarity, carat and for the cut which has best rewarded the qualities of each individual stone. All diamonds are ethically sourced; conflict free and they conform to the initiative, The Kimberley Process Certification Scheme.If this role may interest you, please send a CV urgently, and ideally a covering letter explaining why this is the role for you. We will respond to relevant applicants with additional information and a request for interviw availability. Required skills
  • Call Centre
  • Management
  • Order Fulfillment
  • Customer service

    • Keyskills :
    Call Centre Management Order Fulfillment Customer service

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