The Company
We imagine, launch, and run our own brands. From idea to market-ready, we focus on creating products that serve a real purpose. Our team handles everything in-house from initial concept research and prototyping to branding, packaging, and supplier coordination. Every product we launch is designed for durability, functionality, and scalability.
With a data-driven approach, we refine listings, run performance advertising, and track every metric to maximise visibility, conversion, and brand growth. Our logistics operations are built for speed, accuracy, and control. We coordinate warehousing, packaging, and delivery across multiple platforms to ensure fast, reliable service.
Job Summary
We are seeking a proactive, detail-oriented, and solutions-driven Sales Support Specialist to join our growing team. In this role, you will play a vital role in keeping our sales and operations pipelines moving efficiently by providing high-quality support to customers and assisting the operations team with critical logistics administration.
The ideal candidate will be tech-savvy, highly organised, and comfortable using modern customer support and operations tools. You will handle customer enquiries, process order-related requests, and provide key administrative support to the Operations team, including booking couriers, updating shipping systems, and coordinating order dispatches. You will work closely with our logistics and e-commerce teams to ensure every order and customer interaction is handled with speed and accuracy.
Key Skills
Helpdesk and Software Proficiency: Experience using eDesk or similar helpdesk systems (Zendesk, Freshdesk)
Logistics and Courier Admin: Familiarity with courier portals and booking software for processing shipments and tracking
AI and Tool Adaptability: Ability to leverage AI-assisted tools to increase response efficiency without losing accuracy
Communication: Exceptional written and verbal communication skills with a professional telephone manner
Problem-Solving and Organisation: Strong ability to resolve order issues, coordinate logistics admin, and manage a high volume of tickets and administrative tasks under time constraints
Attention to Detail: Meticulous approach to data entry, courier bookings, and payment or refund adjustments
Responsibilities
Sales and Customer Support
- Manage incoming customer communications via eDesk, ensuring responses are timely, helpful, and aligned with brand guidelines
- Handle inbound telephone and email enquiries regarding product specifications, order status, custom requests, and delivery lead times
- Utilise AI-assisted support tools to streamline workflows while maintaining a personal, tailored approach for complex sales enquiries
Operations and Courier Administration
- Provide direct administrative support to the Operations team by booking freight or transportation
- Liaise with courier partners to resolve delivery issues, address failed attempts, update delivery addresses, and file courier claims where necessary
Returns, Replacements and Financials
- Process and manage customer returns and replacement orders, ensuring items are correctly logged in internal inventory systems
- Authorise and issue adjustments or refunds accurately through payment gateways and e-commerce platforms in line with company policies
- Coordinate with the warehouse team to ensure replacement or reshipped items are prioritised and dispatched quickly
Collaboration and Process Quality
- Work alongside logistics and warehouse staff to track delayed or problematic shipments and provide proactive updates to customers
- Maintain accurate records of sales queries, logistics disputes, and operational resolutions
- Highlight recurring shipping or product issues to the relevant teams to help refine processes
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
