Job Description

Job Advert

Join Our Team in Knutsford!

We're looking for a proactive and organised

Fulfilment and Customer Service Lead

to take charge of our online order operations. Based at our Knutsford office, you'll ensure customers receive their orders quickly, accurately, and with the level of care we're known for.

This is a hands-on role that mixes fulfilment, customer care, and operational ownership -- perfect for someone who's confident managing day-to-day tasks and improving how we work.

Key Responsibilities:

Receive, organise, and manage all incoming e-commerce stock. Pick, pack, and dispatch online orders quickly and accurately. Manage customer communications via email, phone and live chat. Maintain a clean, safe and organised environment. Monitor and meet fulfilment KPIs (e.g. dispatch speed, order accuracy). Handle Royal Mail and courier cases, claims, and queries. Oversee procurement of fulfilment supplies. Support with courier costs and ensure best-value shipping solutions. Proactively resolve delivery issues, returns, and exchanges. Co-ordinate with store and buying teams on stock availability and cross-channel fulfilment. Support regular and ad-hoc stock checks and reconciliations. Plan for peak periods (e.g. Black Friday, Christmas), working with the leadership team to ensure fulfilment readiness.

What We're Looking For:

Experience with Shopify and Shiptheory (or similar platforms). Experience with stock management systems eg Stocky. Strong organisational skills and a keen eye for detail. Confident communicator - happy to pick up the phone and resolve issues fast. Knowledge of postal/courier services and e-commerce shipping best practices. A hands-on team player who thrives in a fast-paced retail environment. Reliable, resourceful, and committed to high standards.

Location:

Knutsford

Type:

Full-time, on-site

Salary:

Based on experience

If you're looking for a role where you can thrive and deliver brilliant service every day, we'd love to hear from you.

Job Types: Full-time, Part-time

Pay: 28,000.00-32,000.00 per year

Expected hours: 24 - 40 per week

Benefits:

Company pension Employee discount Free parking On-site gym On-site parking
Work Location: In person