Role overview
We are looking for a capable and commercially minded Customer Service & E-commerce Coordinator to join our team. This is a varied role that combines customer service with e-commerce, marketplace management, and online retail support. The successful candidate will communicate directly with members of the public, help manage our Amazon and eBay accounts, maintain website product information and support our online retail partners—including some of the UK’s best-known retailers. The role suits someone who enjoys helping customers, solving problems, and working with online systems, while also being interested in e-commerce and growing sales through digital marketplaces.
Key responsibilities
Customer service
- Answer incoming telephone calls and emails from members of the public in a friendly, professional and helpful manner.
- Respond to questions about products, sizing, availability, orders, deliveries, returns, refunds and warranties.
- Investigate customer issues and work with colleagues across the business to provide prompt and accurate resolutions.
- Handle complaints calmly and professionally, escalating more complex matters when appropriate.
- Maintain accurate records of customer enquiries, actions and outcomes.
- Ensure customers consistently receive a high standard of service.
Gorgias customer-service platform
- Use Gorgias to manage customer enquiries received through email, websites, marketplaces and other online channels.
- Categorise, prioritise and respond to customer-service tickets efficiently.
- Help develop standard responses, templates and workflows within Gorgias.
- Identify recurring customer questions or problems and report these to the relevant departments.
- Support the continued development of Gorgias as the company’s central customer-service system.
Logistics and courier liaison
- Investigate delivery disputes and communicate with customers regarding delayed, missing or damaged deliveries.
- Liaise with couriers, including DPD and Royal Mail, to trace parcels and resolve delivery issues.
- Arrange parcel collections when required.
- Chase delayed shipments and keep customers informed of progress.
- Prepare and submit carrier claims for goods lost or damaged in transit.
- Maintain accurate records of courier investigations and claims.
- Work with the dedicated returns team when a customer issue requires a physical return or refund.
- Communicate with customers through Gorgias regarding return-related tickets and exceptional cases. The dedicated returns role will continue to handle the physical processing of returns and refunds.
Amazon and eBay
- Assist with the day-to-day management of the company’s Amazon and eBay accounts.
- Monitor marketplace performance, including sales, product performance, availability, customer feedback and account health.
- Analyse marketplace data to identify trends, opportunities and areas requiring attention.
- Help improve product listings, titles, descriptions, images and other content.
- Monitor competitor activity, pricing and marketplace developments.
- Investigate and resolve listing errors, suppressed products and other marketplace issues.
- Support activities designed to increase sales and grow the company’s Amazon and eBay business.
- Respond to marketplace customer enquiries and help maintain strong seller-performance standards.
- Monitor seller feedback and take appropriate action where marketplace performance may be affected.
Reputation and review management
- Proactively monitor reviews and feedback across platforms including Trustpilot, Google, Amazon and other relevant marketplaces.
- Respond to reviews promptly, professionally and in a manner consistent with the company’s tone of voice.
- Investigate negative reviews and work with the relevant teams to understand and resolve the underlying issue.
- Challenge unfair or inaccurate marketplace seller feedback and submit removal requests where appropriate.
- Identify recurring themes in customer reviews and report opportunities for improvements to products, listings, service or delivery.
- Help encourage satisfied customers to share honest feedback where appropriate and in accordance with each platform’s rules.
Websites and product listings
- Create, update and maintain product listings across the company’s websites and online platforms, in conjunction with the team.
- Check that product descriptions, specifications, images, prices and stock information are accurate and consistent.
- Identify and help troubleshoot website or listing problems.
- Work with colleagues to ensure new products are uploaded accurately and on time.
- Review existing listings and recommend improvements to their content and presentation.
- Report technical issues and follow them through to resolution with internal colleagues or external support providers.
Online retail partners
- Respond to questions and requests from the company’s online retail and marketplace partners.
- Help resolve issues involving products, orders, stock feeds, content and online listings.
- Assist with product setup and onboarding for new and existing retail partners.
- Maintain accurate information across partner websites and portals.
- Build positive working relationships with retail partners and represent the company professionally.
- Work with internal departments to ensure partner queries are answered quickly and accurately.
Weekend and service-level coverage:
Amazon and eBay require customer messages to be answered within strict response times, including at weekends and on bank holidays. The role will therefore include occasional, light-touch monitoring of marketplace messages from home at weekends and on bank holidays. This will be shared through an agreed rota and will generally involve checking for and responding to time-sensitive customer enquiries rather than undertaking a full working day. Any weekend or bank holiday coverage arrangements will be agreed in advance and managed in accordance with company policy.
Skills and experience
- Previous experience in customer service, e-commerce, online retail or marketplace administration would be advantageous.
- A confident and professional telephone manner.
- Strong written communication skills, with good spelling and grammar.
- Comfortable communicating with both members of the public and major retail customers.
- Good general computer skills and the ability to learn new software quickly.
- Strong attention to detail, particularly when working with product information and online listings.
- Able to analyse sales and performance information and identify meaningful trends.
- Organised and capable of managing several tasks and priorities at the same time.
- A practical problem-solver who takes ownership of issues and follows them through to completion.
- Willing and able to provide occasional weekend and bank holiday marketplace cover from home on an agreed rota.
- Experience with Amazon Seller Central, eBay, Gorgias, Shopify, Trustpilot or similar platforms would be beneficial, although training can be provided.
- Previous experience dealing with couriers, delivery investigations or carrier claims would be advantageous.
Personal qualitiesThe successful candidate will be:
- Friendly, confident and approachable.
- Patient and professional when dealing with customers.
- Commercially aware and interested in online retail.
- Proactive and willing to suggest improvements.
- Reliable, organised and accountable.
- Comfortable working independently and as part of a wider team.
- Keen to learn and develop within a growing e-commerce environment.
Measures of success
Performance in the role will include:
- The speed and quality of responses to customer enquiries.
- Compliance with Amazon, eBay and partner response-time requirements.
- Customer satisfaction and the successful resolution of issues.
- Effective resolution of delivery disputes and recovery of valid courier claims.
- The quality and consistency of responses to online reviews.
- Amazon and eBay account health and marketplace performance.
- Effective support for online retail partners.
- The identification and resolution of recurring customer, delivery or technical problems.
Pay: From £28,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
