TalentSquare - Our client is a desirable fast paced innovative Fashion retail brand, running operations online and in physical store locations located in Lagos, Nigeria (Yaba & Lekki) - they are a fast growth organization in women’s contemporary collection; with a mission to empower every woman through an array of affordable fashion collections.
They are recruiting to fill the position below:
Job Title: Fashion Retail - Sales Associate
Location: Lekki, Lagos
Job Type: Full Time
You will be a part of the e-commerce and store operations team.
The objective of your role is to maximize commercial performance whilst providing the best customer experience at all stages of the customer journey both online and offline.
Other Key Objectives and The Targets
To deal promptly and professionally with customer's email and telephone enquiries
Guide and advise potential customers with the aim of converting to purchase
Ensure a satisfactory outcome for the customer and resolve issues fairly while maintaining a positive image of store's brand in the customer’s mind and adhering to corporate terms & conditions.
To monitor for issues which might deter customers from buying
To request refunds accurately in the systems
To sort out any issues relating to refunds or returned items.
Complete monthly reporting of customer service statistics, showing e-mail and order volumes
Work collaboratively with management on usual or high impact cases
Produce templates that streamline processes and keep these updated.
Fulfilment & Stock:
To ensure that store front (online and offline) are adequately stocked and this is reflected in the system
Account manage assigned warehouse, overseeing invoicing processes and coordinating relevant training or stock management processes
To liaise as required with the online shop warehouses in order to resolve delivery issues and e-ticketing
To budget all fulfillment costs and ensure they are covered by pricing of delivery charges
To update stock batches as needed and process returns
Perform monthly stock takes with warehouse and reconcile any variances
Liaise with Head of Operations (Finance & Stock) as significant performance or fulfillment issues occur within assigned warehouse
To ensure profit margins are maintained and targets achieved through keeping the shop optimized for sales
Interpret product sales and other reports to identify errors and provide insight into performance and ideas for resolutions / improvements.
Complete full month end financial processes for assigned store
Monitor ‘Dailies’ sales figures weekly and escalate any anomalies promptly
Work with Finance department to accurately process any chargebacks or refunds
To translate and update products descriptions via backend of the online site
To activate products on the store and make sure that they are displayed correctly
To provide support for delivering the Merchandising and Affiliate strategies
Perform daily product updates and translate at least one new product every week
Update the ‘Special Offers’ page every month
Communicate to warehouses any special requirements in relation to offers as necessary
Liaise directly with suppliers to resolve any customer complaints or issues as necessary
Work with other members of team to resolve content or booking issues and communicate any customer feedback to team.
Store management (Online & Offline):
To maximize the commercial potential of your store
To update shop content and manage shop categories using the content management systems
Work on the development, integration and delivery of new business & promotional ventures
To become conversant with all aspects of the e-commerce platform and to suggest enhancements to the system
Generate tactical promotion ideas that are applicable to store
Ensure accurate and timely alterations to shop content for public holiday periods
Execute merchandising improvements as required and at least monthly
Contribute to the work of the team as required, including user acceptance testing (UAT), data entry and checking, problem solving, producing reports and presentations, etc.
High School Degree; BS Degree in related field of Fashion Retail, Hospitality or marketing would be a plus.
Proven work experience as a Retail Sales Associate, Sales Representative or similar role
Basic understanding of sales principles and customer service practices
Proficiency in English
Basic Math skills
Working knowledge of customer and market dynamics and requirements
Track record of over-achieving sales quota
Hands-on experience with POS transactions/retail software, payment system
Familiarity with inventory procedures
Solid communication and interpersonal skills
A friendly and energetic personality with customer service focus
Ability to perform under pressure and address complaints in a timely manner
Availability to work flexible shifts.
Ability to take the initiative
Team player with a sense of team spirit
Ability to build external and internal relationships and partnerships
Ability to plan and prioritize with patience
Understanding of different cultures in the work environment
Ability to manage multiple tasks and deliver to deadlines
Takes responsibility for solving problems
Prepared to challenge and be challenged
Accountable and responsible
Communicates effectively and openly
Listens and hears accurately
Continually looks for efficiency gains, shares best practice and suggests process improvements.