Russian eCommerce Site - Sales & Support

[login to view URL], [login to view URL] & [login to view URL] are three very successful websites that sale high quality custom clothing labels in small quantities to several thousand SME as well as individuals who need to mark clothes with great good looking labels of professional quality. Since 2011, the business has enjoyed a steady growth of happy customer and an excellent track record of sales. Following this success we are now expanding to Russian speaking customers via a new website targeting Russia, Ukraine, Belarus and EU Baltic states such as Estonia, Latvia and Lithuania. We are seeking a dynamic eCommerce Manager to assure success again. Location: For training purposes, preferably (and initially) the ideal candidate should be based close to Tallinn, but this can be discussed. However, once the manager is onboard and has gained enough confidence and experience, we are flexible, so, provided one could assure a good quality of service, this could also be a remote office based position in one of the target countries listed above. Employment type: Full time, with an 3 months trial period Main language skills required: mother tongue proficiency in Russian, good knowledge of English for internal communication. Other languages skills are of great advantage to be integrated in our organisation where circa a dozen languages are currently spoken everyday. Availability: ASAP Main responsibilities: The ideal candidate is expected to carry out the following duties both in Russian language: Sales: first point of contact for advices and general enquiries from prospects: what products to buy, prices, offers, quotations, advises on design, colours, sizes, expected delivery times, guarantees, sales policies, etc… Order management: checking clients’ artwork, verifying colours, making graphic files quick fixes and modifications using Photoshop, coordination for the manufacturing and approval of samples Post sales support: helping customers solving problems with deliveries, tracking parcels online (EestiPost, Omniva, DPD, TNT, FedEx, UPS, etc…) handling issues reported by clients with products delivered, managing issues in case of delays, making orders modification, invoice modification, address modification, managing communication about returns, disputes, refunds, etc… Quality assurance: performing quality inspection of the sample of the products manufactured in order to escalate with factories possible faults and quality fluctuations issues whilst following up with customers who have been affected by production issues. Online technical support and troubleshooting: supporting customers when payment error occur, issuing credit card refunds, spotting technical errors and mistakes on the website, escalations of bugs to IT department, step by step telephone guidance for customers with limited knowledge of the ordering process. The website also needs to be translated into Russian Communication methods: via Phone (9am-5pm - Moscow Time) email answers within 2 business hours private chat conversation (online messaging), Twitter and Facebook (occasionally)