E-Commerce Customer Support and Office Assistant
Location: Wareham, Dorset
Salary: £12.50 per hour
Hours: 9.00-16.30 (possibly with some minor flexibility for the right person)
Our client is one of the largest metal clay suppliers in Europe, passionate about top-quality products, and giving top-notch service, which shows in their reviews and customer feedback. Whilst having grown lots, they’re still a small family owned company, with a close and friendly team who care and look after each other.
Do you love customer service, helping people, keeping things organised, and being part of a close-knit team?
Are you reliable, positive, independent, and a confident self-motivated worker?
If so, they’d love to hear from you.
They are busy and are looking for an additional full time Customer Support and Office Assistant with immediate start.
Key Responsibilities
This is a varied role, but your main tasks are to understand and help their customers via email and phone, support the team to ensure orders go out on time, and general office/stock support. For instance;
- Email and phone product and order support - about 85% is via email.
- Back-office management of their shipping software and ordering system and office admin
- Liaising with couriers (and sometimes suppliers) regarding issues that crop up
- Stock and dispatch support which may be; adding new products to the website, pick or pack to cover during holidays, stock checks, label printing, quality control.
- General support before shows and events. This could involve packing stock, preparing signs, setting up tills. Support in prepping the studio for events, making sure public spaces and equipment is clean and ready for students and tutors.
- Provide admin support for a certification assessment team; receiving applications, communication with tutors and applicants about the process
- Keeping their workspace tidy and organised
Being a small team, there will be times when you’ll be asked to do other things outside your job role. Their team is flexible and always willing to step outside their roles when needed.
Important - about 75% of your time will be spent on customer service as described above, and the remaining time will be used to support the team with marketing or e-commerce tasks depending on what's needed and where your strengths sit.
Skills and Qualifications
Essential
- Experience of dealing with customers via email and phone. You’re friendly, able to actively listen, question, and identify frustrations. You know how to manage situations before they escalate.
- Attention to detail - this is vital. You see things others miss, and you are accurate and organised in your work.
- Excellent communication, reading, and writing skills. You can write a clear and professional email (and know how to do this without using any corporate lingo, just friendly proper English). It is important that you spot and understand the difference between you’re and your, their and there, and when to use an apostrophe.
- You're organised and know how to proactively stay on top of a busy day and a busy inbox, without being distracted or needing managing. You can prioritise your workload and manage your time efficiently. You are able to sometimes jump from one task to another without losing track of where you were.
- You’re computer savvy, comfortable using the internet, and basic office software like Google Docs & Sheets or Excel/Word.
- You enjoy independently owning your job and your responsibilities. You take ownership of your tasks and projects , and follow them through to completion without anyone chasing.
- You are approachable and friendly to customers and colleagues, even on a grey Monday morning, when the internet crashes, and everyone wants your help. You stay calm, focused, and stay positive even under pressure.
Desirable
- Have worked in a B2B or B2C e-commerce/mail-order company
- Have experience of FreshDesk or other ticketing systems
- Have experience of Shipstation or SendCloud
- Have experience of BigCommerce or similar e-commerce systems
- Have a background in marketing, graphic design
- Know anything about jewellery making, metal clay, or resin.
Benefits
- They’re a friendly close-knit team. They come from different parts in life, have different interests and life situations, but they care and look-out for each other.
- Being a small team there are opportunities to excel and grow within the company as your input is recognised.
- Great staff discounts on creative products.
- Free parking, free coffee and tea (and often some sweet or healthier treats).
- There may be some flexibility on the working hours for the right person.
To Apply
If you feel you are a suitable candidate and would like to work for this reputable company, please do not hesitate to apply.
