BasicNet is the first marketplace in the clothing industry that owns several well-known brands in the apparel, footwear, and accessories market, including Kappa®, Robe di Kappa®, Jesus® Jeans, Superga®, K-Way®, Sebago®, Briko®, Woolrich® and Sundek®.
Headquartered in Turin, Italy, the company operates on intangible aspects through a global network of licensees who produce and distribute its products, and offers various services to its network, such as research, development, global marketing, and information technology.
Who We're Looking For
We are looking for a Customer Operations Specialist (E-Commerce) who will join one of BasicNet's brand e-commerce teams, reporting directly to the Head of Digital Experience.
The role will support e-commerce activities across the entire EMEA market, collaborating both with the e-commerce team and cross-functionally with various company departments, including Logistics, Merchandising, CRM, Administration/Finance, and IT/Digital.
Key Responsibilities
Coordination of external customer care, including escalation management
Monitoring proper order fulfillment through the OMS systems Fluent Commerce and Commerce Layer
Control and management of online payments via Adyen
Handling chargebacks and payment disputes
Operational interface with the logistics warehouse for managing shipments and returns
Coordination with the Administration team for invoicing and reconciliations
Monitoring operational KPIs (order fulfillment, returns, ticket handling times, chargeback rate)
Identifying and improving operational processes
Knowledge, Skills and Abilities Required
Degree in Marketing, Economics, Languages, Communication, or related fields, or equivalent experience in the e-commerce sector
At least 3–5 years of experience in a similar role
Experience in the operational management of an e-commerce business
Excellent knowledge of Excel
Excellent command of the English language
Passion for and knowledge of the fashion/apparel sector
Knowledge of order management flows, payments, and logistics
Experience in managing customer care
Ability to coordinate external suppliers
Results-oriented, with strong analytical and problem-solving skills
Excellent organizational skills and ability to manage multiple tasks and projects
Strong communication skills and ability to work in a team within dynamic environments
BasicNet is committed to creating a supportive and motivating work environment, promoting collaboration and open dialogue, welcoming every voice and idea.
In addition, BasicNet offers opportunities for professional and personal development, providing the resources and tools necessary for growth and success.
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