At Au Depart, our Customer Service Advisor plays a vital role in catering to our esteemed customers in the luxury segment. The role is primarily centered around two key sales areas, Retail and Wholesale, reflecting the elevated standard of service synonymous with our brand. 

As a successful candidate, you'll be part of our Operations team, collaborating closely with the Wholesale Sales Director, Brand Manager and Ecommerce Manager for seamless operational execution.

Responsibilities

• Contribute to Retail and Wholesale key sales areas.
• Resolve inbound queries from our Ecommerce platform and store such as parcel tracking, stock movement and order changes.
• Establish effective solutions for ad hoc queries, ensuring customers feel valued and well cared for.
• Monitor and manage inventory levels, assist with order processes and oversee wholesale accounts.
• Keep track of shipments, foresee potential importation issues and troubleshoot (or escalating) whenever necessary.
• Ticket and customer enquiries management from and to all Ecommerce customers
• Management of return requests, refunds, and credit notes
• Building and maintaining the client network by engaging and fostering relationships
• Sharing official communications with B2B partners regarding deliveries, out-of-stock products, launch dates - and general day to day information.

Requirements

• Previous experience with interacting and understanding the needs of luxury clientele.
• Experience with ERP systems is beneficial, SAP experience would be a valuable asset but not essential.
• Background in luxury ecommerce (contemporary mid-tier luxury or traditional luxury fashion houses).
• Experience in both Retail and Wholesale is preferable, but candidates with Wholesale experience will also be considered.
• Familiarity with Shopify and its features, particularly the chat feature and email for responding to queries.  

As the ideal candidate, you'll have a strong understanding of luxury ecommerce operations, supplemented by a customer-centric approach in all you do. Your patience and ability to prioritize customer satisfaction will ensure you're aligned with our 'customer is king' philosophy.