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E commerce Operations Assistant

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Christian Dior Couture

6d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • London

AI generated summary

  • You should have e-commerce operations experience, strong problem-solving skills, attention to detail, excellent communication, and proficiency in relevant systems like SAP or Salesforce.
  • You will manage orders, resolve customer issues, monitor KPIs, support website updates, and assist with reporting and operational tasks to enhance efficiency and customer satisfaction.

Requirements

  • Ideally, you would have previous experience in e-commerce operations, customer service, order management, or a related operational role
  • Soft Skills That Align With Our Values
  • Create Passionately:
  • Genuine interest in digital operations and innovations to deliver a premium online customer experience
  • Lead with Audacity:
  • Strong problem-solving skills, with the ability to remain calm under pressure and a proactive mindset to help prevent recurring issues
  • Excel for Ultimate Luxury:
  • Strong attention to detail with a high level of accuracy and ownership
  • Well-organised with the ability to prioritise and manage multiple tasks effectively
  • Craft Together with joy:
  • Excellent communication skills and ability to build effective relationships across cross-functional and virtual teams
  • Hard Skills
  • Previous experience in e-commerce operations, customer service, order management, or a related operational role.
  • Experience working across multiple stakeholders in a cross-functional environment.
  • Exposure to luxury, fashion, beauty, or retail industries is desirable.
  • Degree in Business, Marketing, or a related field preferred.
  • Proficient in using e-commerce and operational systems, including SAP, Salesforce, or similar platforms.
  • Comfortable working with multiple systems and understanding end-to-end operational processes.
  • Good working knowledge of Excel and ability to work with data for reporting and issue tracking.
  • Able to troubleshoot operational or system-related issues and coordinate follow-up with relevant teams.

Responsibilities

  • Order and Fulfilment Support:
  • Monitor daily order flow, including processing stuck/open orders, shortages, cancellations, payment issues and flag risks for resolution
  • Troubleshoot order management in Salesforce and SAP, payment system, and delivery issues and prevent recurrence
  • Liaise with logistics, customer service, and finance teams to ensure timely resolution of incidents and escalations
  • Track delivery performance and returns, supporting exception handling and root cause analysis
  • Act as a daily point of contact with the warehouse on operational matters, including machine maintenance, Art of Gifting fulfilment, and packaging materials
  • Customer Service and Aftersales Support:
  • Handle the escalated customer queries, chargebacks, DPD claims, and suspected fraud cases, in collaboration with customer service, logistics, and finance teams in a timely manner with clear communication
  • Support aftersales activities by monitoring customer reviews, and coordinating exceptional gift/AOG send-outs where relevant to enhance customer satisfaction and NPS
  • Support the review of customer service interactions and templates across email, chat, and calls to help maintain Dior’s tone of voice and service standards
  • Assist in updating customer service process logigramme and guidance documents to improve consistency and efficiency
  • Liaise with central CS manager and CS team leaders to share feedback, align on ways of working, and support continuous improvement
  • Reporting and Monitoring:
  • Maintain trackers and reports for key operational KPIs (order failure rate, order processing, SLA, cancellations), customer service (refunds, replacements) and financial reconciliation to provide insights
  • Identify inefficiencies and contribute to the continuous improvement of operational and customer service workflows
  • Website Maintenance and Project Support:
  • Support website operational updates including shipping information, payment-related messaging, FAQs, footer links, T&Cs, and transactional emails to help reduce customer friction by ensuring customers see clear and relevant information in advance
  • Assist with website testing for new projects and features acting as a point of contact between warehouse, Beauty Tech and SAP team and issue follow-up to improve the online experience
  • Assist With Ad Hoc Operational Tasks:
  • Prepare weekly and monthly operational reporting and support additional tasks as required by the E-commerce Manager.
  • The responsibilities outlined in this job description are subject to change based on the company's needs and ongoing projects

FAQs

What are the primary responsibilities of the E-commerce Operations Assistant?

The primary responsibilities include monitoring daily order flow, troubleshooting order management issues, handling escalated customer queries, maintaining operational reports, supporting website updates, and assisting with ad hoc operational tasks as required by the E-commerce Manager.

Is previous experience in e-commerce operations required for this role?

Yes, ideally, you should have previous experience in e-commerce operations, customer service, order management, or a related operational role.

What kind of soft skills are expected for the E-commerce Operations Assistant?

The expected soft skills include strong problem-solving abilities, excellent communication skills, a genuine interest in digital operations, attention to detail, and the ability to build effective relationships across teams.

Which hard skills are necessary for this role?

Necessary hard skills include familiarity with e-commerce systems like SAP and Salesforce, strong Excel capabilities for data reporting, and the ability to troubleshoot operational issues.

What qualifications are preferred for this position?

A degree in Business, Marketing, or a related field is preferred for this position.

How do you foster inclusivity within the workplace?

Inclusivity is a core value at Parfums Christian Dior, practiced daily to ensure everyone feels respected, welcomed, and valued, reflecting the diversity of our clients, talents, and ideas.

Are there opportunities for career advancement from this position?

Yes, potential career paths from this role include E-commerce Manager, Operations Manager, and Customer Service Lead.

How does the recruitment process work?

The recruitment process involves submitting an application, a review by a recruiter, an initial HR interview, and in-person interviews with the Hiring Manager, where you may be required to complete a case study or task.

Will training be provided for this role?

Yes, you will have the opportunity to develop both soft and hard skills within the role, including problem-solving, cross-functional communication, and data analysis.

What is the company’s stance on diversity?

The company values diversity as a strength and aims to create a sustainable and vibrant environment where inclusivity is practiced daily.

Is there any support for reasonable adjustments during the application process?

Yes, if you require any reasonable adjustments, you are encouraged to indicate this in your application.

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Christian Dior Couture

"Whatever you do,for work or play, do it with passion!" - Monsieur Christian Dior.

Fashion & Arts
Industry
5001-10,000
Employees
1947
Founded Year

Mission & Purpose

Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. His visionary spirit never ceased to make Clients all over the world feel more beautiful, an inspiration for his successors to this day. Christian Dior Couture, the House of Dreams, is recognized for its French heritage & vibrant culture sublimating its unique Savoir-faire and Creativity through empowering "metiers d’art”. Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes. Rich in exceptional heritage, with a community of more than 12000 talents, our House embodies Christian Dior’s “House of Talents” today more than ever.