Ecommerce Operations Executive

We’re on the lookout for a proactive, detail-obsessed E-commerce Operations Executive to keep our Direct to Consumer operations running like a well fed dog – smooth, reliable and always a step ahead! This is a pivotal role ensuring our customers get exactly what they ordered, speedily, while keeping our website and customer touchpoints accurate, helpful and true to the Scrumbles brand.

Your responsibilities

Warehouse Management

• Keeping a watchful eye on our stock levels so our customers get what they want, when they want it. No out of stock surprises.
• Being the go to person for our DTC warehouse partners, monitoring performance against SLAs and helping them raise the bar.
• Overseeing stock coming in, booking ASNs and resolving any hiccups.
• Coordinating regular stock takes and making sure Finance have what they need to keep things tidy.
• Working hand in paw with the warehouse team to deliver a seamless customer experience, particularly during peak periods.
• Ensuring accurate and timely billing, with no unexpected extras.
• Continually uncovering ways to improve how we work and to drive efficiencies and a better customer journey.
• Customer Experience Management
• Supporting our customer service support, with up to date information on availability, new products and resolving any trickier issues.
• Keeping tabs on reviews across platforms e.g. Amazon and our website sharing insights and recommendations to help us wow our customers.
• Regularly champion the voice of our end customer, highlighting trends, customer journeys, and spotting opportunities and potential issues. Holding the marketing team to account to take action.
• Regularly reviewing our Website to ensure it looks its best, and works as we’d expect, collaborating with developers to fix bugs and test new features.

A Day in the Life of…

Grab a coffee, a belly rub with one of the office pooches and check in our warehouse stock levels, and order status. You make sure everything’s in the right place and there are no gaps. A quick scan of our courier and customer service dashboards shows an item has slipped into back order, so you speak to the Procurement manager to get the warehouse topped up before it causes any headaches.

Our customer support team has flagged a question about a product batch number. You pull up the info, share it with them, and add a note to investigate with the supply team. Then it’s time to skim the latest reviews across Trustpilot and our online partners. Enjoy some lovely feedback and note down some useful nuggets to share with marketing for elevating the customer experience.

Hop onto the website to review some recent new customer journeys, pulling together some slides to share with the Marketing team. A new Homepage design is due to go live next week so you double check it’s functioning as expected and flag any bugs with the developers, working to get it over the line, on schedule.

You check your customer experience hit list, and spot a customer email requesting a new website feature. Spend some time researching and mocking up your recommendation, ready for sign off at the next marketing meeting.

About You