[Hiring] E-commerce Operations & Customer Coordinator @I Luv Pops Collectibles

Role Description

I Luv Pops is looking for a highly organised, detail-oriented and proactive person to join us as our E-commerce Operations & Customer Coordinator. This is a hands-on operational role at the heart of the business. You'll help manage the journey from finding and purchasing Pops through to receiving stock, managing customer orders and payments, and ultimately getting each order ready for delivery to the customer.

We're looking for someone who enjoys bringing order to lots of moving parts — and who doesn't just record that something hasn't happened, but follows up and makes sure it does.

Duties & Responsibilities

• Orders and Customers:
  • Managing and updating orders in Shopify.
  • Monitoring customer payments and marking orders as paid.
  • Following up outstanding payments.
  • Tracking which Pops are still outstanding on customer orders.
  • Identifying orders that are ready for fulfilment.
  • Keeping customers proactively updated about their orders and expected arrivals.
  • Responding to customer queries via WhatsApp and email.
  • Resolving routine customer requests and escalating unusual issues when needed.
  • Helping ensure customers receive a responsive, professional and friendly service.
• Purchasing and Incoming Stock:
  • Keeping track of Pops we've ordered from suppliers in South Africa and internationally.
  • Keeping our Purchase Control system accurate and up to date.
  • Tracking Pops that still need to be purchased.
  • Researching and recommending suitable Pops for purchase.
  • Tracking purchases from order through to delivery.
  • Monitoring courier tracking and expected arrival dates.
  • Following up delayed or missing shipments.
  • Assisting with invoices and documentation required for international shipments and customs.
  • Identifying discrepancies, shortages or damaged items and helping get them resolved.
  • Initially, purchases will be approved before you place them. As your knowledge and experience grow, there is an opportunity to take greater responsibility for sourcing and purchasing stock yourself.
• Inventory and Fulfilment:
  • Recording incoming inventory.
  • Allocating arriving Pops to existing customer orders and pre-orders.
  • Maintaining accurate inventory records.
  • Identifying orders that have become ready for fulfilment.
  • Initiating fulfilment and coordinating with the person physically packing the order.
  • Arranging or coordinating shipping where required.
  • Updating customers and providing tracking information.
  • Monitoring deliveries and helping resolve delivery problems.
  • Assisting with stock reconciliations and stocktakes.
• WhatsApp Marketing and Sales:
  • Managing our WhatsApp customer group.
  • Weekly new-release and pre-order drops.
  • Publishing approved new arrivals, promotions and other communications.
  • Capturing orders and claims generated through WhatsApp.
  • Customer engagement and re-engagement.
  • Identifying products customers are looking for.
  • Creating and publishing marketing content.

Qualifications

• Matric
• Strong organisational skills and exceptional attention to detail.
• Good Excel/spreadsheet skills, including filters, sorting, basic formulas, lookups and reconciliations.
• Strong written communication skills.
• Good numerical ability.
• Confidence using email, web research and online systems.
• The ability to work independently in a remote environment.
• A proactive approach to following things through to completion.
• The confidence to follow up with customers, suppliers and couriers when necessary.
• Good judgement about when to solve something yourself and when to ask for help.
• Your own laptop, mobile phone and reliable internet connection.
• Experience with Shopify and WhatsApp Business would be advantageous.

Package & Remuneration

• Market Related

Interested?

If you are interested in this position, please apply.