Ecommerce Customer Support Executive, full time

As nutrition aficionados and food enthusiasts, we create bespoke supplements and empower, educate and inspire people to live healthier, happier lives. Our small family-run business is growing at a very rapid rate and the company now requires a dynamic, efficient, meticulous and organised Ecommerce Customer Support Executive to support our busy team.  Ecommerce customer service experience is a must, since a substantial part of the role involves working with Amazon Vendor & Seller platforms (for which training will be provided) and the company’s direct-to-consumer website. The role involves cross-team working and will suit individuals who enjoy a broad range of tasks.

The role

This role will include the following:

  • Customer support: processing incoming phone and web orders, answering live chat enquiries, providing timely and helpful customer service by email and live chat and sometimes phone
  • Logistics: coordinating shipments and couriers, tracking shipments for proof of delivery. You will liaise between external customers and our external warehouse in the careful coordination of orders and You will provide the required export shipping documents that support international shipping requirements, work with freight forwarders for ocean shipments. You will maintain international shipment and stock records in an accurate and timely manner
  • Coordination of assets for marketing, communications and nutrition teams with external freelancers: imagery, photography, translation
  • Reporting: working alongside the production team to report on volumes sold per sales channel, monitoring fluctuations in demand, enabling accurate demand forecasts – to assist maintenance of optimal stock levels, and managing optimal stock reorder points. Monitoring international product volumes by SKU, to assist with stock replenishment
  • Listings management: monitor and manage listings content, data and inventory in our Amazon seller channel and initiate and manage cases to resolve any issues

Who you are:

We are looking for a smart team player with initiative, and somebody who is able to complete work to an excellent standard. You must be a quick problem solver who will thrive in an entrepreneurial environment.

  • You're a great problem solver and you thrive helping people
  • You’re ambitious, enjoy learning and improving your skills
  • You like to think for yourself and are proactive and resourceful
  • You have an enthusiastic and friendly nature
  • You are reliable, trustworthy and professional
  • You share our values about living a healthy, active life and take an interest in wellness

Required skills and competencies:

  • You have previous ecommerce customer service experience
  • You have experience dealing with domestic and international couriers
  • You have been exposed to busy office environments with shifting priorities and deadlines
  • You are able to maintain current and accurate records and files
  • You are skilled in the use of Microsoft Office software packages and CRM systems
  • You possess excellent written and verbal skills, with the ability to communicate confidently to a range of customer types
  • You have strong numerical skills
  • You have excellent attention to detail, together with a thorough and methodical approach to your work
  • Educated to degree level
  • An interest in health, wellness and nutrition is a must

What we offer

  • A friendly, supportive and enjoyable office environment where individuals are encouraged to contribute ideas and be entrepreneurial
  • Working alongside motivated and intelligent people who care about what they do and the products and services we provide

Hours and compensation

  • Full time, 37.5 hours per week
  • 25 days’ holiday
  • To £28,000

Please send your CV, together with a covering letter explaining why you think you are suited to the role, to annec@igennus.com.