The Customer Service & Marketplace executive will be responsible for online marketing, merchandise assortment, merchandising, promotions, brand maintenance, process orders, prepare correspondences and fulfill customer inquiries to ensure customer satisfaction. This position will collaborate closely with Merchants, Marketing, PR and other areas of the company to execute existing and develop new Marketplace initiatives and opportunities designed to meet and exceed the needs of the customer and the Marketplace E-Commerce revenue goals.

The candidate will provide day-to-day management of the site and collaborate on strategic leadership and guidance of e-commerce strategies in conjunction with senior advisors and report on E-commerce metrics.

RESPONSIBILITIES:

E-commerce Marketplace

- Marketplace, strategy, management, forecasts and results. These include short and long term objectives, customer metrics and overall performance.

- Oversee the day-to-day marketplace E-commerce operations, customer service, updates, post listings, promotions, maintenance and performance.

- Ensure that daily site maintenance is conducted; correcting product descriptions, product placement, new item posting, out of stock item removal and functionality meets and exceeds company expectations.

- Reconciliation of Marketplace listings

- Develop cost center budgets for all phrases of marketplace E-commerce

Customer Service :

- Handles and resolves product or service problems by clarifying the customer's complaints, determining the cause of the problem; selecting, explaining and providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution

- Keep records of customer interactions, process customer accounts, and file documents

- Follow communication procedures, guidelines, and policies

- Resolve customer complaints via phone, email, mail, or social media

- Assist with placement of orders, refunds, or exchanges

QUALIFICATIONS:

- 0-2 years of experience

- Familiar with CRM systems and practices

- BSc/BA in marketing, business administration or relevant discipline

SKILLS:

- A Team Player with a pro-active and a - go-getter- attitude

- Coming up with pragmatic solutions with respect to the task at hand

- Demonstrable leadership skills

- Domain expertise

- Command over MS Office applications (such as Excel, Word, and PowerPoint)

- Excellent Verbal and Written English communication skills.

- An eye for detail is a must.

- Proactive at problem solving

- Creative & Design Thinking

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