Job Description

Company Overview

Xcite Sports Ltd t/a Boatworld is a specialist e-commerce retailer dedicated to providing high-quality products across the

Marine, Fishing, Outdoor Leisure, and Watersports sectors

. With a database of over 53,000 customers, we pride ourselves on exceptional product knowledge and a commitment to customer satisfaction and continued commercial growth. We are a small, collaborative team where every member makes a significant impact.

The Role: What You'll Be Doing

This is a dynamic, essential hybrid role designed for an experienced, passionate, and commercially minded individual. You will be the primary point of contact for our customers, handling everything from product enquiries and complex quotes to resolving after-sales issues.

Working closely with the Commercial Manager, you will be expected to utilise a proactive sales mindset, with approximately

one-third of your time dedicated to generating sales and quotes

. This role offers a clear path to potential management/supervisory progression based on company growth within 2-3 years.

You will report directly to the

Commercial Manager

.

Key Responsibilities (The Core Functions)

1. Customer Support & Service Excellence (Approx. 65%)

Multichannel Support:

Manage and resolve customer enquiries efficiently across multiple channels, including

email (via Zoho Desk/ticketing system), phone calls, and social media

(Meta Business Suite).

Complex Issue Resolution:

Take ownership of after-sales issues, including delivery problems, missing items, exchanges, and warranty claims, ensuring a calm, patient, and resourceful approach.

Product Expertise:

Become a subject matter expert in our product range to provide accurate technical information and advice for marine, fishing, and watersports equipment.

2. Commercial & Sales Activity (Approx. 35%)

Quote Generation & Conversion:

Proactively manage the quoting pipeline, following up with customers to convert product enquiries into confirmed sales.

Proactive Selling:

Identify and action upselling and cross-selling opportunities during customer interactions to drive average order value and overall revenue.

Business Development Backup:

Act as the

Commercial Manager's deputy

in their absence, taking the lead on servicing key commercial customers and handling the complete sales process for high-value enquiries.

3. E-commerce & System Management

Ensure accurate input and maintenance of customer data within the CRM (Zoho) and ticketing systems (Zoho Desk). Work proficiently with core e-commerce platforms, including

Shopify, eBay, and Amazon

, to manage orders and track enquiries. Utilise project management tools (Zoho Projects) to track complex customer projects or tasks.

Event and Industry Representation:

Occasional domestic travel may be required to attend industry events, in the absence of the Managing Director or Commercial Manager, acting as a professional representative of the company.

What We Are Looking For (Skills & Experience)

Essential Experience:

3+ Years of Customer Service experience

within an E-commerce environment, preferably handling physical products or technical enquiries. Proven proficiency and working knowledge of a professional

ticketing/helpdesk system

(e.g., Zoho Desk, Zendesk). Proven experience in a role with a significant sales or commercial element (e.g., quoting, upselling, consultative sales).

System Proficiency (Must be comfortable with):

CRM Software (Zoho, Salesforce, or similar). E-commerce platforms (Shopify, eBay, Amazon). Social Media Management Tools (e.g.,

Meta Business Suite and social media schedulers

for answering CS enquiries). Order Management and Logistics software.

The Right Attributes (The Non-Negotiables):

We are seeking a candidate who is highly

empathetic, resourceful, patient, and calm

under pressure. You must be an

independent problem-solver

with a passion for the sector, a strong sense of ownership, and a desire to thrive in a small-team environment.

The Opportunity & Progression

This is a key hire for our business. The successful candidate will have exposure to the highest levels of the e-commerce operation. Based on business growth, there is a realistic path for progression into a

supervisory or managerial role within 2-3 years

.

Benefits:

Competitive salary 28,000. Performance-based bonus scheme - opportunity to earn additional income by meeting key targets. Attractive performance-based commission on all successful sales. On-the-job training and development. Opportunities for progression in a growing business. Supportive team environment. On-site Parking. Casual Dress Quarterly Staff Socials.

Application Instructions: Cover Letter Prompt

To ensure your application stands out, please submit a detailed cover letter (no longer than one A4 page) that specifically addresses the following three points. Your ability to concisely and compellingly answer these prompts will be a key part of the screening process:

1. The Hybrid Mindset

Explain why you are attracted to a role that requires both

exceptional customer service (calm, empathetic problem-solving)

and a

proactive commercial/sales focus (quoting, upselling)

. Please provide a brief example from your past experience where you successfully blended support with sales.

2. Technical Fluency

Which specific

ticketing system (e.g., Zoho Desk, Zendesk)

and

e-commerce platform (e.g., Shopify, WooCommerce)

are you most proficient in? Describe your comfort level and experience managing customer queries via social media channels (e.g., Meta Business Suite).

3. Passion for the Sector

Our company operates within the

Marine, Fishing, Outdoor Leisure, and Watersports sectors

. What is your existing interest or connection to this industry, and how do you believe product passion influences the quality of customer service and sales success?

Job Types: Full-time, Permanent

Pay: 28,000.00 per year

Application question(s):

Do you have a minimum of 3 years of direct customer service experience working in an e-commerce environment where you regularly used a professional ticketing system (e.g., Zoho Desk, Zendesk)? Are you proficient in using EITHER Zoho Desk/Zendesk AND a major e-commerce platform like Shopify, along with a CRM (e.g., Zoho, Salesforce)? Do you have proven experience in a customer-facing role that involved a specific expectation to generate quotes, actively upsell, or convert enquiries into sales? Can you confirm you are proficient and comfortable handling high-volume customer interactions across phone, email (ticketing), and social media (e.g., using Meta Business Suite)? Are you willing and able to occasionally travel domestically and represent the company at industry events or trade shows if required?
Work Location: In person