Job Description

Coolings Garden Centre is looking for a proactive and detail-driven

ECommerce Assistant

to support our busy online retail operation. This varied role combines ecommerce operations, digital merchandising, and customer service in a friendly, fast-paced environment.

Key Responsibilities

You will be involved in a variety of duties, including but not limited to:

Ecommerce & Website Management

Maintain accurate product listings, descriptions, pricing and stock levels. Create and update website banners, multi-buy offers and seasonal promotional content. Upload, maintain and audit product images to ensure quality and copyright compliance. Monitor website search trends, product visibility and category performance to improve conversion rates. Conduct daily online transaction checks including freedom pay reconciliation and fraud-prevention checks.

Epos & Stock Management

Process orders end-to-end through EPOS Oversee updates to the Family Card Loyalty database Ensure correct stock allocation and resolve discrepancies with shop-floor and stock teams. Update and maintain accurate EPOS (Electronic Point of Sale) records and support product data updates.

Customer Service

Act as the first point of contact for telephone enquiries, offering friendly and knowledgeable support. Process telephone orders professionally and efficiently. Respond to stock queries, delivery questions and product advice via phone, email and social channels.

Sales Tracking, Reporting & KPIs

Support the business in achieving annual ecommerce sales targets. Produce weekly KPI reports, including: Online revenue and conversion rate Average order value Stock accuracy and product availability Customer service metrics (response time, order accuracy, returns) Identify opportunities to improve listings, processes and customer experience.

General Office & Administrative Support

Assist with filing, document control and delivery bookings. Liaise with suppliers and couriers. Support seasonal and promotional projects. Carry out reasonable additional tasks to ensure smooth ecommerce and customer service operations.

Key Essential Skills

Previous experience in ecommerce, retail or customer service. Very strong MS Excel skills and experience (data handling, reporting, spreadsheets, audits). Confidence in resolving basic IT issues (e.g., system glitches, connectivity checks, file errors); specialist IT support is available when needed. Excellent telephone manner and communication skills. High accuracy and attention to detail across pricing, stock and order processing. Good overall IT literacy, including email platforms, CMS systems and Microsoft Office. Ability to prioritise workload and multitask in a fast-paced retail setting.

Desirable

Experience in garden centre retail, horticulture or seasonal product categories. Familiarity with FreedomPay or similar payment verification systems. Understanding of basic SEO principles and ecommerce merchandising.
Own transport arrangements are

essential

as public transport is not reliable to Coolings.

Job Types: Full-time, Permanent

Pay: 12.21 per hour

Expected hours: 37.5 per week

Benefits:

Free parking On-site parking Store discount
Work Location: In person