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Ecommerce Operations Coordinator

2 months ago

new york city, United States Gabriela Hearst Full time

Responsibilities:

  • Manage product uploads and site updates, ensuring products are accurately listed and collections are curated to support featured stories and email campaigns.
  • Act as the main point of contact for all e-commerce customers, addressing inquiries via phone and email with a focus on maintaining high customer service standards.
  • Oversee the eCommerce return process, coordinating with retail teams and warehouse for efficient order fulfillment and managing omnichannel initiatives.
  • Collaborate with the E-commerce manager to create and update email templates, managing the email calendar, KPIs, and content strategy, while distributing monthly activations for leadership feedback.
  • Review daily sales and pre-orders, ensuring proper allocation and fulfillment across retail stores and 3PL providers.
  • Assist with digital business needs, including site testing, product imagery, blog creation, product copy updates, and weekly reporting on sales performance and key KPIs.
  • Coordinate client outreach for post-purchase follow-ups, new collections, and special projects, while tracking progress and ensuring personalized service.
  • Collaborate with third-party customer service teams and shipping providers to resolve complex issues and ensure top-tier service.

Qualifications:

  • Proven ability to manage multiple projects simultaneously and prioritize tasks effectively.
  • Strong understanding of luxury clientele, language, and customer service expectations.
  • Excellent verbal and written communication skills, with a customer-centric mindset.
  • Ability to handle high-pressure situations with diplomacy and professionalism.
  • Strong multitasking capabilities, time management, and teamwork skills.
  • Proficient in Microsoft Office Suite, experience with Shopify and Klaviyo preferred.
  • Self-motivated, proactive, and accountable, with an ability to work independently.