Returns, Exchange & Product Presentation

• Process customer returns, refunds and exchanges accurately and in line with company policies.
• Inspect returned products and determine whether they are suitable to be returned to saleable stock.
• Re-present returned garments to a saleable standard, including steaming, folding and repackaging where required.
• Identify and report damaged, worn or unsuitable returned items before they are returned to stock.
• Ensure returned stock is placed back into the correct stock location and online availability is updated where appropriate.
• Pick and transfer products for seasonal campaigns and photoshoots, ensuring items are appropriately presented and returned accurately to stock afterwards.

Stock & Website Administration

• Maintain accurate stock across the Web Department and sub-warehouses, investigating and correcting stock discrepancies.
• Use inventory management tools, including Cegid, to locate, transfer and reconcile stock across the business.
• Support the day-to-day use of Shopify as the business transitions to the platform, including online orders, refunds, exchanges, customer information and product availability.
• Manage stock visibility on the website, including removing unavailable sizes, reactivating stock following refunds and auditing online availability.
• Raise stock, pricing or data discrepancies with the appropriate internal or external support teams where required.
• Assist the Web Department with uploading seasonal stock and resolving ad hoc product or technical issues.
• Review Google Merchant Centre to identify product errors, such as missing barcodes, and support corrections during the upload process.
• Complete daily trade reconciliation and communicate discrepancies or suspected fraudulent orders through the appropriate channels.
• Compile refund, cancellation and customer care reporting for the weekly department meeting.
• Keep the warehouse organised and ensure clothing and other stock is labelled and stored correctly.
• Monitor stationery, packaging and relevant material levels and arrange replenishment when required.

Ecommerce & Department Support

• Provide day-to-day support to the E-Commerce Manager and work closely with the Stock Controller and Store Sales team to resolve customer, order and stock queries.
• Support the Web Department with picking, packing and booking items for photoshoots, ensuring accurate stock management.
• Monitor customer feedback on social media, responding appropriately, managing negative reviews and handling spam contacts.
• Assist the E-Commerce Manager, Merchandising Manager and Stock Controller with ad hoc tasks as required.

Candidate Requirements

• Outstanding organisational skills.
• Strong customer service and communication skills, both verbal and written.
• Excellent attention to detail, particularly when handling orders, returns, stock and customer information.
• Strong time management skills with a can-do, hands-on approach.
• A natural problem solver who is comfortable working in a fast-paced environment.
• Ability to work as part of a team, with enthusiasm and a willingness to go the extra mile.
• A strong self-starter who can manage day-to-day priorities and take ownership of tasks.
• Confident using digital systems and able to learn new ecommerce, fulfilment and inventory platforms quickly.
• Experience using Microsoft Office programmes.
• The right to work in the UK.

Desired

• Previous experience providing front-line customer service, or experience within a distribution, fulfilment or order-processing environment.
• Previous experience using Shopify or a similar ecommerce platform.
• Experience using inventory or stock management systems, such as Cegid, would be advantageous.
• Previous experience working with ecommerce orders, returns, refunds and online stock management.

What will you get?

• Office centrally located in Piccadilly
• 24 days holiday plus public holidays
• Workplace Pension Scheme
• Hours: 37.5 hours per week, Monday to Friday 09.30 - 18.00, 1-hour lunch break.