You’ll be the first point of contact for ecommerce customers, managing enquiries across phone, email, and live chat while ensuring orders and data are entered accurately and efficiently. You’ll also work closely with internal teams and external logistics partners to keep things moving smoothly and elevate the online customer experience.
Key Responsibilities:
- Serve as the primary contact for ecommerce customers, delivering timely, professional support across multiple channels.
- Manage order, freight, and product enquiries, providing proactive updates when required.
- Accurately enter and maintain customer and order data within ecommerce platforms, CRM systems, and order management tools.
- Liaise with logistics partners to track deliveries, troubleshoot issues, and ensure on-time fulfilment.
- Identify recurring customer concerns and recommend improvements to enhance processes and efficiency.
- Previous experience in customer service, within ecommerce or retail.
- Strong written and verbal communication skills.
- High accuracy and attention to detail, particularly with data entry.
- Comfortable working across online platforms, CRMs, and ecommerce/order management systems.
- Strong problem-solving skills with the ability to prioritise in a fast-paced environment.
- A proactive, customer-first mindset and a basic understanding of ecommerce operations.
Our client is a long-standing, innovative leader within the manufacturing and solutions sector, known for quality, operational excellence, and a genuinely supportive workplace culture. As their ecommerce function continues to grow, they’re looking for someone who enjoys a fast-paced environment, thrives on problem-solving, and prides themselves on delivering exceptional service.
