Job Description

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Omnichannel Associate (8hrs)
Overview:

Coach
Bicester, OXF, GB

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.
Coach is part of the Tapestry portfolio - a global house of brands powered by optimism, innovation, and inclusivity.

As an Omnichannel Associate, you play a key role in delivering a seamless and connected shopping experience for our customers across both physical and digital channels. You will support in-store customer service, assist with online order fulfillment, manage Pay-By-Link orders, and ensure timely processing of ship-from-store and returns. This role bridges the gap between traditional retail and e-commerce, requiring agility, tech-savviness, and a strong customer-first mindset.
Responsibilities:

1. Order Fulfillment & Logistics

Pick, pack, and process online orders accurately and efficiently. Manage Click & Collect, Ship-from-Store, and Return-to-Store processes. Ensure all omni orders meet quality and brand standards before dispatch. Monitor and report on order status, delays, or inventory discrepancies.

2. Customer Service & Experience

Provide outstanding service to in-store and digital customers alike. Support customers with online order inquiries, returns, and exchanges. Deliver consistent brand messaging and engagement across all touchpoints. Assist with customer outreach for order confirmations or issue resolutions.

3. Technology & Systems

Operate in-store devices (e.g., tablets, scanners, POS) to manage omni tasks. Use retail systems to track orders, inventory, and customer communication. Troubleshoot minor tech issues and escalate as needed.

4. Teamwork & Communication

Collaborate closely with Sales Associates, Store Leaders, and Support Teams. Share feedback on process improvements or customer pain points. Participate in daily briefs and omni performance updates.



Qualifications:

Customer Focused:

Committed to delivering exceptional service across all channels (in-store and online).

Tech-Savvy:

Comfortable using retail technology such as tablets, handheld scanners, inventory systems, and order platforms.

Attention to Detail:

Accurate when picking, packing, and processing orders; mindful of presentation and quality standards.

Time Management:

Able to prioritize tasks, manage workload efficiently, and meet time-sensitive fulfillment targets.

Communication Skills:

Clear and professional communicator--both verbal and written--with the ability to liaise with customers and team members.

Team Player:

Works well in a collaborative team environment and can coordinate effectively across departments.

Problem-Solving:

Capable of thinking on their feet and resolving issues quickly and confidently.

Adaptable:

Thrives in a fast-paced, changing environment with shifting customer demands and business priorities.

Availability & Flexibility:

Flexible to work a rotating schedule including weekends, evenings, and peak trading periods (e.g., holiday seasons, sales). Willingness to support in different areas of the store as needed, including shop floor and back of house areas.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant's or employee's qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.