E-Partnerships Account Executive Job at Chalhoub Group

Chalhoub Group - UAE

E-Partnerships Account Executive Job at Chalhoub Group - UAE

chalhoub group uae careers | chalhoub group uae linkedin | UAE jobs 2020/2021

Job Summary:
The job holder of this position is responsible for the day-to-day eCommerce operations, on an end-to-end perspective from order management to returns. You are also responsible for the stock control and the quality of service and relationship management with Guests

Job Responsibilities:

Receive the orders from the eCommerce back office, and process them into the POS
Maintain the stock level and liaise with management to ensure replenishment and deliveries
Audit the stock levels and check the consistency of the data through the different platforms and software used, and in coordination with eCommerce – Merchandise Analyst. Ensure that discrepancies and variances during stock take and cycle counting are properly identified and communicated to Back-office
Manage order preparation and shipment respecting Business rules and requests (time, quantity and quality)
Ensure invoicing for all orders is done accurately and according to the guidelines. Print the invoice and attach it to the order shipment Handle inbound and outbound customer queries related to the customer accounts, loyalty membership and/or product purchases via a variety of channels (email, telephone, mobile)
Ensure a quick resolution of Customer queries while offering the highest level of customer service
Investigate any issues raised and revert to the Customer
Respond to e-mails received within the SLA and guidelines framework, professionally and with an all-encompassing response
Escalate high profile customer complaints to management
Make any outbound calls required to follow-up on Customer’s enquiries and requests, members/customers surveys or any other calls as required from time-to-time
Perform Data Capture functions to complete member registration or order management and enter details into the database, process manual transactions and any other ad hoc work that may the required Reporting:
Establish and maintain metrics and provide frequent communication and feedback to management to enhance quality and productivity
Produce operation reports and customer management reports
Help solve problems and make informed decisions that affect the service, and productivity
Assess, evaluate and propose continuous process improvement
Adjust priorities and manage time wisely in a fast-paced environment
Update order status on the monitor
Manage the shipment provider, proceed to handover and follow up on delivery process
To ensure all documentation and stock updates are done in a timely manner
Liaise with Front-Of-House/Concierge Desk whenever it is needed to provide any required information and solve any issue with Customer (returns, refunds, cancellation, claims…) Returns / Refund Management:

Manage the return process by entering returns in the order management tool:

a. Reception of the returned order
b. Quality control of the products
c. Process validation according to the business specifications for RMA
d. In case of product replacement prepare the next shipment, and in case of refund ensure the customer has been credited

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