DESCRIPTION
Who are we?
Elvie is a health and lifestyle brand developing smarter technology for women. We are committed to building extraordinary products that improve the health and lives of women everywhere and at all stages of life.
Our first product, Elvie Trainer, is an award-winning app-connected Kegel trainer that helps women strengthen the pelvic floor via fun, five-minute workouts. Launched in October 2015 to great acclaim, we took the wellness industry by storm! Our street cred includes more than 12 awards for innovation and design, including the prestigious CES Innovation Award, IDA Design Award and Red Dot Award. As a business, Elvie has been recognized as one of Wired’s ‘hottest start-ups’, named as one of the 15 start-ups “To Watch” by The Sunday Times and both products have been featured in the Oscar Nominee Gift Bags.
We recently launched our second innovation: Elvie Pump, the world’s first silent wearable breast pump, which is making it possible for new mothers to pump anytime, anywhere. Elvie Pump received international praise following its unveiling on the catwalk at London Fashion Week and at the Consumer Electronics Show (CES) in Las Vegas.
In April 2019, Elvie announced a $42 million Series B led by IPGL and supported by Octopus Ventures and Impact Ventures. This represented the largest ever fundraise in femtech. This new round of financing will accelerate Elvie’s research and development efforts, as well as help grow brand awareness and distribution for Elvie Pump and Elvie Trainer across the Americas, Europe and Asia.
We are looking for an intelligent full-time Logistics & Customer Fulfilment Coordinator to join our expert operations team.
Who you are
A detail-oriented, passionate and dynamic individual who thrives on getting stuff done whilst managing changing priorities on a daily basis. You are incredibly customer and process driven and love to over deliver to keep all your stakeholders happy. You are able to understand the needs and challenges of the cross-functional teams that successfully drive products to market; from R&D and Product Development, through Operations, Manufacturing, Sales and Marketing. You are organised and logical, yet work at a fast pace to meet our ambitious business plan and the demand of working in a premium consumer business. You can solve a magnitude of problems and do not shy away from making decisions. You can develop plans of action and communicate them with confidence to the team, 3rd party suppliers and the different functions within the business.
You are excited by the prospect of defining and developing the gold standard for operational and supply chain excellence in a rapidly growing business. You are practical and hands-on and lead by example.
What you will do:
The Operations team cover so many different facets of the business, from demand planning, manufacturing and logistics, to customer fulfilment and customer operations.
In this role you will work closely with internal partners e.g. Operations peers, Customer Care Analysts, 3PLs, OEMs & Freight Agents in order to ensure that our global shipments of hardware arrive from our manufacturers and are seamlessly receipted into our regional warehouses on time in full and that our post-purchase customer care team are supported in all aspects of our operations to deliver a gold standard experience.
Logistics Coordination
- Organise and coordinate shipments to ensure the timely collection of stock from our OEMs in Asia through to delivery and receipt in our regional warehouses
- Raising purchase orders, maintain system records and managing all shipping documentation for efficient and timely importation
- Get hands on with our freight agents to prioritise and optimise transportation to ensure on time deliveries
- Help to ensure full compliance with the 3PL inbound delivery requirements
- Support the Logistics Solutions Manager in ensuring optimal logistics processes
- Produce regular and ad-hoc reporting using Operational systems and Microsoft Office applications
- Other logistics and operations duties as required
Customer Care Fulfilment Coordination
- In coordination with the customer care team, effectively manage after sales support orders, ensuring prompt delivery as efficiently as possible to resolve their enquiry
- Interact with the 3PLs to ensure they deliver on our customer requirements and in accordance with the service level agreements put in place
- Detect shipping issues and address these at the root cause and prevent delays in service delivery
- Provide support to the customer care team to manage returns, cancellation processing, refunds and order database updates
- Highlight trends in customer profiles and be proactive in your thinking to continually improve the order management cycle
- Assist with all logistics enquiries from customers where they cannot locate or trace their order, addressing any issues with the 3PLs or carriers, where appropriate
- Using Freshdesk, always ensure customer satisfaction remains 100% your focus by addressing their enquiry in full and in a timely manner.
REQUIREMENTS
- At least 2 years experience in a customer facing role, where you were responsible for order management, logistics or customer care
- Highly analytical and the ability to thrive in a fast paced environment, solving problems and managing changing priorities daily
- Excellent attention to detail
- Proficient in Microsoft excel and experience of working with a CRM or ERP system
- Appreciation for all stakeholders involved in the order cycle
- An understanding of Inco Terms and HTS codes is desirable
BENEFITS
In return we can offer:
- Competitive base salary plus generous bonus
- Early stage share options in a rapidly growing business
- Work with an experienced, dedicated and passionate team that share the same values and love what they do
- 25 days annual leave plus all annual holidays in the UK
- Flexible working hours – our culture is built on trust and autonomy
- The chance to develop products with real world impact
- Career progression and regular performance reviews
- Employee referral program
- Part time opportunities & childcare vouchers
- Regular company socials
- MacBook Pro
- As much tea and coffee as you can consume