Group Leader Belgium (m/f/d) - Gent
WE DELIVER
* WE DREAM
* WE CARE
* WE DARE
We are looking for a candidate that is as eager to drive and actively participates in growing our e-Commerce business in Belgium by taking responsibility of the fulfillment operations, leading the Operations team on-site.
The primary responsibility of the e-Commerce Group leader is to run, guide and support day-to-day operations of the e-Commerce fulfillment center in Gent to ensure great customer experience for our Pandora customers.
WE DELIVER – Let's deliver together:
* Runs the fulfillment center of the Belgian Pandora e-Commerce 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 e-Commerce 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
KPIs:
* Stock management accuracy
* Picking and packing time
* Customer service satisfaction
* Team management (employee NPS / retention of staff)
WE DREAM – This is what we dream of:
* Must have a high school diploma/GED
* Must have 1-3 years retail/logistics experience (Sales; Luxury or Jewelry Sales preferred)
* Excellent communication skills
* Fluent in English
* Fluent in Dutch and/or French
* MS Office skills
* Excellent customer service skills
* Strong organizational skills and ability to multi-task in a fast-paced environment
* Motivation and a hands-on attitude
We CARE - what you can expect:
* 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
We DARE - you to apply.
We are looking forward to welcoming you