Who we are
Pack Fulfilment are a fast growing e-commerce fulfilment business with a focus on sustainability and a forward-thinking way of working. We work with great people and interesting brands.
The Role
The Customer Service Assistant is responsible for handling customer enquiries, resolving order-related issues, and providing excellent support to clients using our fulfilment services. This role ensures smooth communication between customers, warehouse teams, and courier partners to maintain high levels of customer satisfaction.
Key Responsibilities
1. Customer Support & Enquiry Handling
- Respond to customer queries via email in a professional and timely manner.
- Assist clients with order tracking, shipping updates, product questions and return requests.
- Provide accurate information on fulfilment processes, stock availability, and delivery timelines.
2. Order Issue Resolution
- Investigate and resolve delivery issues, missing/damaged items, and incorrect orders.
- Liaise with the warehouse team and courier partners to track and resolve order discrepancies.
- Process refunds, replacements, and returns in accordance with company policies.
3. Client Account Management
- Maintain strong relationships with e-commerce businesses using our fulfilment services.
- Monitor and address recurring issues, working with management to improve service quality.
4. Data Entry & Reporting
- Accurately update customer records and order details in the system.
- Maintain records of customer interactions and provide reports on common issues and resolutions.
- Identify trends in customer complaints and feedback to suggest improvements.
5. Process Improvement & Collaboration
- Work closely with the warehouse and management teams to improve the fulfilment experience.
- Suggest and implement improvements to customer service processes to enhance efficiency.
- Support the team with administrative tasks as required.
Qualifications
- Proficient in English with strong communication skills
- Excellent phone etiquette and customer service abilities
- Experience in data entry and analysis skills
- Ability to effectively handle customer inquiries and provide solutions
- Strong interpersonal skills to foster positive customer relationships
Pay: From £12.84 per hour
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Experience:
- Customer service: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
