E-commerce Operations Coordinator

Company Description

Les 100 Ciels is a contemporary fashion brand that specializes in versatile, timeless clothing with luxurious cashmere at the core of every collection. The brand combines classic silhouettes with modern, seasonal styles to create a refined yet transitional range.

Role Description The E-commerce & Customer Service Coordinator is responsible for delivering an exceptional online customer experience across every touchpoint. From managing customer enquiries and processing online orders to supporting website merchandising and product launches, this role ensures our digital experience reflects the quality and service expected.

This is a varied role that combines customer service, website administration and operational support, making it ideal for someone who is highly organised, proactive and passionate about delivering outstanding customer experiences.

Key Responsibilities

Customer Service

• Deliver exceptional customer service via email, phone and live chat.
• Resolve customer queries quickly and professionally.
• Manage returns, exchanges and refunds.
• Liaise with stores and warehouse to resolve fulfilment issues.
• Support VIP customers with styling, product advice and order enquiries.
• Monitor customer feedback and identify opportunities to improve service.
• Maintain customer records within Shopify and CRM.

E-commerce Operations

• Process and monitor online orders.
• Ensure orders are fulfilled accurately and on time.
• Work with the warehouse to resolve shipping or stock issues.
• Monitor website stock availability and communicate any issues.
• Support inventory accuracy across online channels.

Website Management

• Upload new products to the system.
• Write and proof product descriptive information.
• Work with the Graphic & Content teams to upload imagery and ensure consistency across the website.
• Merchandise collections and category pages.
• Support homepage updates and promotional banners.
• Assist with product launches and seasonal updates.
• Support with website QA to identify broken links, pricing errors or content issues.

Trading Support

• Monitor website performance and customer behaviour.
• Produce weekly reports covering:
• Sales
• Conversion
• Average Order Value
• Traffic
• Best sellers
• Highlight opportunities to improve conversion and customer experience.

Marketing Support

• Coordinate promotional activity on the website.
• Support email campaign execution.
• Ensure products and landing pages are launch-ready.
• Assist with gifting, influencer orders and campaign logistics where required.

Experience

• Experience in an e-commerce or customer service role.
• Shopify experience preferred.
• Excellent written communication skills.
• Highly organised with strong attention to detail.
• Comfortable working with Excel and reporting.
• Able to manage multiple priorities in a fast-paced environment.
• Strong problem-solving skills.
• Proactive with a positive attitude.
• Commercially aware.