E - Commerce & Customer Operations Specialist

Cannock

8:30am – 5:00pm (Mon – Thurs)

8:30am – 4:00 pm (Friday)

Role Overview

We are looking for a hands-on E-commerce & Customer Operations Specialist to manage our web shop, drive online customer adoption, and support order processing. This is a varied role with the opportunity to focus on either:

• IT & AI improvements – streamlining processes and supporting internal systems, or
• CRM & outbound customer activity – managing customer records, follow-ups, and nudging orders online.

The successful candidate will also provide cover for order and enquiry processing when the primary order processor is unavailable.

Key Responsibilities

1. Web Shop Administration & Performance

• Act as web shop administrator, updating product/catalogue data (bulk uploads, images, attributes) and managing user accounts
• Monitor web shop performance (traffic, conversion, top searches, repeat orders) and produce simple monthly snapshots with recommendations
• Drive customer adoption: prompt saved carts, quick links, email nudges, and create basic “how-to” guides
• Troubleshoot web order issues, including duplicates, address errors, payment/PO mismatches

2. Secondary Track (Choose One)

Option A – IT & AI Improvements

• Use AI tools (e.g., Copilot, ChatGPT) to draft customer communications and internal knowledge snippets
• Implement small automations via Power Automate, Zapier/Make, or Excel Power Query
• Provide first-line IT support for Microsoft 365, devices, and accounts
• Document new processes and provide simple training/guides for colleagues

Option B – CRM & Outbound Activity

• Maintain CRM records, logging interactions, tasks, and follow-ups
• Make professional outbound calls/emails for quotes, reactivation, or back-order updates
• Run targeted campaigns nudging customers to order via the web shop

3.Order & Enquiry Support/Cover

• Process orders accurately, checking pricing, availability, and lead times
• Resolve discrepancies with suppliers or sales team
• Produce order confirmations and ensure timely fulfilment
• Maintain clear notes and attachments in customer/product systems

Skills & Experience – Essential

• Experience in B2B customer service or order processing, confident on phone and email
• Hands-on experience as admin/power user of an e-commerce platform (Shopify, WooCommerce, Magento, or similar)
• Strong Microsoft 365 skills (Outlook, Excel, Teams) and first-line troubleshooting ability
• Comfortable managing product data files (CSV, images, attributes); basic HTML/CSS helpful
• Analytical and organised, able to spot patterns and suggest improvements
• Clear written English; able to produce simple guides and customer communications
• Willingness to develop skills in either IT/AI or CRM/outbound track

Desirable

• Option A: Exposure to automation tools (Power Automate, Zapier/Make), Excel Power Query, or basic scripting (Python)
• Option B: Practical CRM experience (HubSpot, Salesforce, Zoho) and comfort making outbound calls
• Basic web analytics (GA4) and simple adoption-focused A/B changes
• Experience coordinating with external e-commerce partners/vendors
• Prior experience in engineering, manufacturing, or technical products

Personal Attributes

• Customer-centric, accurate, and calm under pressure
• Curious about IT and AI, pragmatic and hands-on
• Communicates clearly with non-technical colleagues and customers

Benefits Package

• Salary: £27,000 – £30,000 per annum
• Holiday: 23 days per annum (increasing with service)
• Pension: 6% employer contribution
• Life Insurance: 4× salary
• Optional private healthcare (part funded)
• Hybrid working considered after initial period