COMPANY : LE LABO Fragrances TITLE : MELBOURNE E-STORE SUPERVISOR ENTRY - LEVEL, PART-TIME, HOURLY LOCATION : Fitzroy, VICTORIA

OVERVIEW: The MELBOURNE E-Store Supervisor will be responsible for the day-to-day operations of the MELBOURNE E-Store. This role’s responsibilities include staff supervision, inventory management, maintenance of the infrastructure of the shipping facility, and managing client care email and phone, communicating with clients for order related enquiries or concerns. The MELBOURNE E-Store Supervisor is also responsible for the accurate and timely fulfillment of online orders – which involves order processing, pick-pack and dispatch. This role will be based in our FITZROY boutique, and will report the Retail and Online Manager.

JOB RESPONSIBILITIES Staff Supervision

• implements e-store employee policy, by communicating job expectations and disciplining the team
• implements safety rules
• accomplishes fulfillment goals by scheduling and delegating tasks to the team
• motivates team to be more quality-centered, increase productivity, and minimise percentage error

Fulfillment 

• implements operational standards by making sure orders are fulfilled accurately and in a timely manner; dispatched in 2 business days upon receipt of order
• implements proper packaging standards, to avoid damage and loss claims
• ensures successful dispatch of all fulfilled orders by generating end of day shipping reports 
• maintains collaborative relationship with shipping carriers

Inventory Management 

• ensures total stock is always well-replenished
• coordinates receiving of stock
• maintains inventory by conducting monthly inventory counts; reconciles variances in inventory
• ensures stock is quality-controlled by verifying stock received and conducting spot checks
• generates inventory reports

Maintenance 

• maintains organisation and cleanliness of storage area and work area; recommending improvements in storage design principles
• keeps equipment operating by enforcing operating instructions; troubleshooting breakdowns; requiring preventive maintenance; logging repairs and maintenance.

Client Care

• Responds to client order and product inquiries via email and phone within the appropriate time frame, and according to identified business needs
• Resolves product, order and service issues – including cosmetovigilance cases, in a high-touch empathic manner 
• Initiates communication with clients for online order fulfillment exceptions (delay, OOS, partial delivery)
• Monitors and maintains client care communication channels (Salesforce, email, phone) by categorising requests according to enquiry type
• Maintains the logs and forms, and actions on necessary items for general client care operations – e.g. returns log, OOS

QUALIFICATIONS

Skills Required:

• Excellent Organisational Skills and the ability to multi-task, have a sense of urgency and can perform under pressure
• Ability to manage time and prioritise work assignments
• Ability to function independently after training to complete assignments
• Ability to pay attention to fine details
• Must be passionate about providing an exemplary customer experience with ability to provide high-touch resolutions
• Proficiency with Mac Applications and Microsoft Suite
• E-commerce shipping software experience is a plus
• Strong communication, interpersonal and analytical skills
• Willingness and flexibility to work all shifts including weekends and overtime during busy periods.

JOB: Retail - Store PRIMARY LOCATION: Asia Pacific-AU-VIC-Melbourne JOB TYPE: Standard SCHEDULE: Part-time SHIFT: 1st (Day) Shift JOB NUMBER: 2211083

The Estée Lauder Companies (ELC) is the global leader in prestige beauty. ELC is the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in approximately 150 countries and territories. Infused throughout the organization is a passion for creativity and innovation — a desire to push the boundaries and invent the unexpected — as we continue the bold work of the company’s founder Estée Lauder.