Ecommerce Operations Coordinator

1 week ago

New York, New York, United States Gabriela Hearst Full time
About the Role

We are seeking a highly skilled Ecommerce Operations Coordinator to join our team at Gabriela Hearst. As a key member of our e-commerce team, you will play a critical role in ensuring the smooth operation of our online store.

Key Responsibilities
  • Product Management: Manage product uploads and site updates, ensuring products are accurately listed and collections are curated to support featured stories and marketing campaigns.
  • Customer Service: Act as the main point of contact for all e-commerce customers, addressing inquiries with a focus on maintaining high customer service standards.
  • Return Process Management: Oversee the e-commerce return process, coordinating with retail teams and warehouse for efficient order fulfillment and managing omnichannel initiatives.
  • Email and Content Management: Collaborate with the E-commerce manager to create and update email templates, manage the email calendar, KPIs, and content strategy, while distributing monthly activations for leadership feedback.
  • Sales and Pre-orders: Review daily sales and pre-orders, ensuring proper allocation and fulfillment across retail stores and 3PL providers.
  • Digital Business Support: Assist with digital business needs, including site testing, product imagery, blog creation, product copy updates, and weekly reporting on sales performance and key KPIs.
  • Client Outreach: Coordinate client outreach for post-purchase follow-ups, new collections, and special projects, while tracking progress and ensuring personalized service.
  • Issue Resolution: Collaborate with third-party customer service teams and shipping providers to resolve complex issues and ensure top-tier service.
Requirements
  • Project Management: Proven ability to manage multiple projects simultaneously and prioritize tasks effectively.
  • Luxury Client Understanding: Strong understanding of luxury clientele, language, and customer service expectations.
  • Communication Skills: Excellent verbal and written communication skills, with a customer-centric mindset.
  • Pressure Management: Ability to handle high-pressure situations with diplomacy and professionalism.
  • Multitasking: Strong multitasking capabilities, time management, and teamwork skills.
  • Technical Skills: Proficient in Microsoft Office Suite, experience with Shopify and Klaviyo preferred.
  • Self-Motivation: Self-motivated, proactive, and accountable, with an ability to work independently.

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