eCommerce Operations Lead (m/f/d) – Gent

WE DELIVER

• WE DREAM
• WE CARE
• WE DARE
  
  
  

• Runs the fulfillment center of the Belgian Pandora eCommerce business located in Gent, thereby shapes and ensures qualitative operational processes and drives constant optimization
• Supervises Operations Assistants engaged in all operational activities, including inventory management, warehouse and operations management, customer service support and other ad-hoc activities
• Supports in operational activities including picking, packing and returns management (no nightshifts)
• Maintain standards in merchandise handling, loss prevention and replenishment.
• Build and maintain a solid customer experience through fulfilment of orders and customer response times within SLA.
• Promote excellent customer service ensuring customer inquiries and complaints are handled in a professional and timely manner according to set KPI´s
• Responsible for team management including resource planning (incl. Seasonality and temp resources), operational productivity reporting and communication with direct reporting line to Pandora NOREU eCommerce Manager
• Train and develop Sales Assistants to achieve full potential: monitors productivity and motivates employees, delivers coaching as needed
• Maintain knowledge of upcoming sales forecast and promotions in order to prepare accordingly for demand, capacity and resource as required.
• Perform operations activities including and reporting, reviews time sheets and other payroll documentation for accuracy and submits as appropriate.
• Maintain an awareness of service level requirements and operational policies, return and exchange processes and security best practices
  
  
  

• You hold a high school diploma/GED
• You have at least 1-3 years retail/logistics experience, preferably in luxury or jewelry branch
• You have excellent communication skills and you are fluent in English as well as in Dutch and/or French
• Your motivation and hands-on attitude are a key driver for an excellent customer service
• You are proficient with MS Office
• Your strong organizational skills and your ability to multi-task in a fast-paced environment complement your profile
  
  
  

• An internationally successful company
• Flat hierarchy
• Competitive compensation package
• An highly motivated team
• A modern workplace
• Can-Do-Attitude
• Events
• Personal and professional development through regular e-learning modules