Job Description

About the Role

We're looking for a highly organised and proactive

E-Commerce Operations Assistant

to join our growing team. You'll be at the heart of our online retail operations, managing customer enquiries, processing orders, coordinating deliveries, maintaining stock levels and ensuring every customer receives a first-class experience.

You'll support a range of e-commerce projects within our wider marketing agency, starting with a thriving online supplement business and expanding across other exciting ventures. This is an excellent opportunity for someone who enjoys variety, thrives in a fast-paced environment and takes pride in delivering exceptional service and operational efficiency.

Key Responsibilities

Customer Service & Communication

Handle incoming customer enquiries via phone, email, live chat, WhatsApp and social media. Deliver exceptional customer service - responding quickly, accurately, and professionally. Provide detailed product and service information, guiding customers to the right solutions. Follow up on enquiries to convert leads and maintain customer satisfaction. Maintain accurate records of customer interactions and order progress.

Order & Operations Management

Process and track customer orders from start to finish, ensuring timely dispatch and accurate fulfilment. Liaise with delivery carriers, suppliers and internal teams to resolve order or delivery issues. Manage and monitor stock levels including reordering to ensure stock-outs are prevented. Prepare and send quotes, proposals and invoices as required. Pick and pack orders, including assembling product boxes and packaging when needed. Coordinate with marketing, design and development teams to ensure smooth e-commerce operations.

Supplier & Logistics Coordination

Build and maintain strong relationships with suppliers, negotiating the best terms and delivery times. Source new suppliers where needed to improve pricing or service levels. Handle domestic and international shipping queries with professionalism and efficiency.

Administrative Support

Manage multiple mailboxes and live communication platforms efficiently. Maintain and update junior staff rotas to ensure sufficient operational coverage. Complete daily departmental paperwork and maintain accurate order records. Suggest and implement process improvements to boost efficiency, productivity and customer satisfaction.

Key Skills & Attributes

Excellent written and verbal communication skills. Strong organisational skills with the ability to multitask across multiple brands or projects. Confident, proactive and able to work both independently and collaboratively. Calm under pressure with great problem-solving ability. Strong attention to detail and accuracy in all tasks. IT literate with experience using CRM systems, email platforms, live chat software and Microsoft Office (Outlook, Word, Excel, PowerPoint). Interest or experience in e-commerce, health supplements or retail operations is advantageous.

Experience & Qualifications

Previous experience in customer service, order management or e-commerce operations. Experience managing multi-channel communications (email, phone, live chat, social media). Familiarity with order management systems and stock control processes preferred. Knowledge of international shipping and logistics is desirable. Driving licence required (for occasional supplier/logistics runs and off site visits).

What We Offer

Competitive salary with performance bonuses. On-the-job training and career development opportunities. Opportunity to work across a portfolio of growing e-commerce businesses. Private medical insurance and workplace pension scheme. 31 days paid holiday (increasing by 1 day per year after 2 years of service, up to 39 days). Free on-site parking and casual dress code. Supportive, friendly team environment with regular social events. Break room with TV, games console, pool table, dart board and arcade machines.

Join our growing team and play a key role in delivering seamless e-commerce operations and exceptional customer experiences.

Apply today and help us shape the future of our online brands.

Job Types: Full-time, Permanent

Pay: From 27,000.00 per year

Benefits:

Casual dress Company events Company pension Free parking On-site parking Private medical insurance
Work Location: In person