Cs ecommerce specialist

Important retail and luxury company is looking for a Consumer Service/ E-commerce Specialist .

Mission

We are looking for an enthusiastic Consumer Care/ E-commerce Specialist to speed up our capabilities, processes and tools. You will be focused to deliver outstanding experiences with an efficient team and relaying insights from consumers interactions. Your contribution will be key to become a data driven organization and develop a continuous improvement culture.

Responsibilities/Key Tasks

Ensure that service level, quality and operational excellence are consistently delivered
Lead service level: objectives setting and monitoring
Lead quality calibration and evaluation
Lead operational excellence audit
Identify issues and improvement opportunities
Define, implement and monitor actions plans
Lead operational relationship with our Outsourcing Partner
Ensure KPIs are achieved
Ensure processes and guidelines are fully deployed
Ensure quality of service is delivered according to Puig requirements
Lead Consumer Care projects coordination
Identify processes that need improvement & automation
Provide insights and business impacts to assess its priority
Advise preferred solutions and follow-up
Coordinate UAT and go live support
Lead Consumer Care reporting
Consolidate KPIs and insights
Ensure quality of data and insights
Centralize feedback and improvement opportunities

REQUIREMENTS FOR THE ROLE

Experience

• Minimum 2-3 years in a similar job
• Experience in luxury, beauty or fashion will be a plus

Education

• University Degree

Languages

• English: fluent level is required
• Spanish: fluent level is desired
• Other languages: will be a plus

Competencies

• High level of autonomy and responsibility
• Well organized and team player
• Ability to listen and active problems-solver
• Ability to orchestrate multiple tasks and deliver on time
• Ability to plan, delegate and motivate
• Ability to handle pressure and make decisions
• Analytical skills
• Good communications and interpersonal skills

Specific knowledge

• Consumer Care processes & best practices (required)
• Proficiency in Excel (required)
• Proficiency in BI tools (required)
• Zendesk (desired)
• Metapack (desired)
• SAP Hybris (will be a plus)
• SAP R3 (will be a plus)
• MS Visual Basic for Applications (will be a plus)


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