As part of a small and energetic team you will ensure that all sold items are picked, packaged and dispatched within a duly manner and thus provide the customer with an exceptional online shopping experience in our eCommerce fulfillment center. Part of the job will also be to handle returns and to respond to online customer queries in a timely and service-oriented manner. To ensure success in this position, you perform to a high level of accuracy. Top candidates will be upstanding, organized and able to perform under pressure, always having a state-of-the-art customer experience on top of their mind.
The primary responsibility of the eCommerce Operations Team Specialist is to run, guide and support day-to-day operations of the eCommerce fulfillment center to ensure great customer experience for our Pandora customers.
What we expect form the role:
- Picking, packaging and distribution of sold items
- Working with IT required for printing and handling of order/return fulfillment
- Providing a professional level of customer service via phone with emphasis on strong after sales service
- Checking and counting stock received for eCommerce inventory and shipping material
- Ensuring all returns are processed correctly and dealt with efficiently and timeously
- Manage the fulfillment center of the South African Pandora eCommerce business, thereby shapes and ensures qualitative operational processes and drives constant optimization
- Supports in operational activities including picking, packing and returns management (no nightshifts)
- Maintain standards in merchandise handling, loss prevention and replenishment
- Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA
- Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPIs
- Support Pandora South Africa Country Manager in resource planning (incl. Seasonality and temp resources), and report on operational productivity
- Supervises (any if required seasonal and temp resources) in all operational activities, including inventory management, warehouse and operations management, customer service support and other ad-hoc activities
- Train and develop Sales associates to achieve full potential: monitors productivity and motivates employees, delivers coaching as needed
- Actively driving the cooperation with the courier to improve delivery speed and handle complaints as well as claims towards the courier
- Maintain knowledge of upcoming sales forecast and promotions in order to prepare accordingly for demand, capacity and resource as required
- Perform operations activities including and reporting, reviewing time sheets and other payroll documentation for seasonal or temp resources.
- Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices
- Picking and packing time
- Customer service satisfaction
- Stock management accuracy
- Team management (employee NPS / retention of staff)
- Must have a minimum Grade 12 with a preference to a tertiary education in Ecommerce, (preferably a degree)
- Must have 3-5 years retail/logistics experience (Sales; Luxury or Jewelry Sales preferred)
- Excellent communication skills
- Fluent in English
- MS Office skills, especially Excel
- Basic knowledge in data analysis and reporting
- Basic knowledge of website administration
- Excellent customer service skills
- Strong organizational skills and ability to multi-task in a fast-paced environment
- Motivation and a hands-on attitude
We are looking for a candidate that is as eager to drive and actively participates in the operations of our eCommerce business in South Africa by taking responsibility of the fulfillment operations.
As part of a small and energetic team you will ensure that all sold items are picked, packaged and dispatched within a duly manner and thus provide the customer with an exceptional online shopping experience in our eCommerce fulfillment center. Part of the job will also be to handle returns and to respond to online customer queries in a timely and service-oriented manner. To ensure success in this position, you perform to a high level of accuracy. Top candidates will be upstanding, organized and able to perform under pressure, always having a state-of-the-art customer experience on top of their mind.
The primary responsibility of the eCommerce Operations Team Specialist is to run, guide and support day-to-day operations of the eCommerce fulfillment center to ensure great customer experience for our Pandora customers.
What we expect form the role:
- Picking, packaging and distribution of sold items
- Working with IT required for printing and handling of order/return fulfillment
- Providing a professional level of customer service via phone with emphasis on strong after sales service
- Checking and counting stock received for eCommerce inventory and shipping material
- Ensuring all returns are processed correctly and dealt with efficiently and timeously
- Manage the fulfillment center of the South African Pandora eCommerce business, thereby shapes and ensures qualitative operational processes and drives constant optimization
- Supports in operational activities including picking, packing and returns management (no nightshifts)
- Maintain standards in merchandise handling, loss prevention and replenishment
- Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA
- Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPIs
- Support Pandora South Africa Country Manager in resource planning (incl. Seasonality and temp resources), and report on operational productivity
- Supervises (any if required seasonal and temp resources) in all operational activities, including inventory management, warehouse and operations management, customer service support and other ad-hoc activities
- Train and develop Sales associates to achieve full potential: monitors productivity and motivates employees, delivers coaching as needed
- Actively driving the cooperation with the courier to improve delivery speed and handle complaints as well as claims towards the courier
- Maintain knowledge of upcoming sales forecast and promotions in order to prepare accordingly for demand, capacity and resource as required
- Perform operations activities including and reporting, reviewing time sheets and other payroll documentation for seasonal or temp resources.
- Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices
- Picking and packing time
- Customer service satisfaction
- Stock management accuracy
- Team management (employee NPS / retention of staff)
- Must have a minimum Grade 12 with a preference to a tertiary education in Ecommerce, (preferably a degree)
- Must have 3-5 years retail/logistics experience (Sales; Luxury or Jewelry Sales preferred)
- Excellent communication skills
- Fluent in English
- MS Office skills, especially Excel
- Basic knowledge in data analysis and reporting
- Basic knowledge of website administration
- Excellent customer service skills
- Strong organizational skills and ability to multi-task in a fast-paced environment
- Motivation and a hands-on attitude
If you see yourself in the position and would like to become a part of Pandoras future, please do not hesitate to apply. We look forward to hearing from you!
We process applications on a continuous basis, which is why we encourage you to send your application as soon as possible. You can also read more about Pandora on our corporate site www.pandoragroup.com .
About Pandora
Pandora designs, manufactures and markets hand-finished jewellery made from high-quality materials at affordable prices. Pandora jewellery is sold in more than 100 countries through 6, 800 points of sale, including more than 2, 700 concept stores.
Headquartered in Copenhagen, Denmark, Pandora employs 27, 000 people worldwide and crafts its jewellery at two LEED certified facilities in Thailand using mainly recycled silver and gold. The company plans to be carbon neutral by 2025 and has joined the Science Based Targets initiative to reduce emissions across its full value chain. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated a revenue of DKK 23.4 billion in 2021.
Pandoras recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.
