THE OPPORTUNITY:
THE WELL is seeking an eCommerce Associate to manage and optimize our eCommerce site and customer service operation. In this role, you will report to the VP of Product Innovation and VP of Marketing and work closely with the product innovation, marketing and digital teams. The goal for this position is to
THE DAY TO DAY:
Manage the relationship with our fulfillment partners via regular check-ins, troubleshooting issues, creating process improvements, and more
Analyze shipping costs, fulfillment fees, and damage/return/exchange trends and their impact on margins, developing monthly reports and making recommendations for ongoing improvement
Manage the entire purchase through delivery flow for customers by ensuring timely shipping, quality delivery and tracking via our Shopify platform and fulfillment partners
Recap monthly geographic and demographic sales trends, providing further insights to marketing, buying and operations team
Provide excellent and speedy customer service to increase customer satisfaction and engagement
Lead the organization in its development of a customer service process, developing messaging, FAQs, and processes to ensure top notch ongoing customer service as the team grows
Oversee fulfillment center damage, returns, and exchange processes
Own all aspects of our ecommerce customer service experience by professionally responding to and resolving any client issues and concerns with our internal teams and fulfillment partners
Remerchandise products on eCommerce, working collaboratively with marketing team to align digital campaigns with sales needs and trends, as well as supporting eCommerce content
Analyze performance of eCommerce content and develop insights to optimize existing and future content development
Develop and update product details and eCommerce content ongoing
Project manage development of assets within team and 3rd parties (visual assets, copy, etc.)
KEY TRAITS:
2+ years of experience working in an eCommerce customer service, marketing, account management, or supply chain management role
Highly organized with communication, project planning and relationship management
Analytical with ability to recognize trends and recommend business improvements
Strong ability to multitask and problem solve
Self-starting with ability to take initiative and ownership over their own projects
Excellent written and verbal communication skills
Empathetic customer service lens