About us
UKSM is a family-run ecommerce business in Leicestershire that has been trading online for over 20 years. We run seven websites across the creative, floristry, craft, gift and home décor market, selling to both retail customers and trade, and we handle the whole journey ourselves — buying, warehousing, despatch, customer service and accounts.
We are small, close-knit and deliberately not corporate. There are no layers to work through and nobody sits back while someone else is under pressure — people here genuinely work for each other. Our values run through everything: perseverance, accuracy, knowledge, teamwork, respect and dependability. They are how we hire and how we work, not a poster on a wall.
The role
This is a split role, roughly 50/50 between customer service and purchasing administration. It is an established position with proven processes and a colleague who has done it before you, so you are not starting from a blank page — but there is plenty of room to make it your own.
Half your week is front-line customer service:
- Handling calls, tickets and live chat, and answering product, pricing and order enquiries
- Resolving post-sale issues — damages, shortages and "where is my order" — including chasing couriers
- Owning queries end to end and keeping key accounts updated on current and upcoming orders
The other half is purchasing and goods-in administration:
- Checking supplier order confirmations against the purchase orders we have raised, and catching errors before goods are despatched
- Creating electronic GRNs from delivery notes so the warehouse can book stock in accurately
- Working with the Goods In team to confirm what has arrived, and reporting shortages and errors back to suppliers
- Resolving PO queries with our accounts team and placing small restock orders
The two halves feed each other. Knowing what is arriving from suppliers makes you far better at answering the customer asking where their order is.
We are an AI-forward business — and we mean it
This is the part of the advert we would most like you to read twice.
AI tools are part of the daily toolkit at UKSM. Not a trial, not a side project, not something one person in the office is "looking into". We use them to strip repetitive admin out of the working day: reading and checking supplier confirmations, comparing documents against our system records, drafting and sense-checking replies, pulling together order and account histories in seconds instead of minutes.
The point is not to replace people. It is the opposite. Every hour of manual checking we remove is an hour handed back to the things that actually need a human being — the awkward customer problem, the supplier who has let us down, the judgement call that no tool should be making on its own.
You will be expected to use these tools every day, from day one, and to help build the written procedures around them so the work is repeatable by the whole team rather than locked in one person's head. You will also be expected to spot the next thing worth automating and say so.
You do not need to arrive an expert. Plenty of people are at the start of this journey and that is completely fine — we will train you. What we cannot train is the appetite. We want someone who is genuinely curious, who will try things, who will come back and say "I found a better way to do this" and share it with the team.
What we are looking for
- Strong written and verbal communication skills, and fluent English
- Strong attention to detail — much of this role is spotting the figure, code or quantity that is wrong
- A proactive approach: finding problems before they find you
- The ability to multitask and switch between reactive customer work and structured admin
- A dedicated team player who is happy to pitch in wherever it is needed
- Real enthusiasm for using AI tools daily, and for sharing ideas about them with colleagues
- Familiarity with ecommerce businesses and/or warehouse operations is advantageous
No prior knowledge of our product ranges is required. We will teach you the products and the systems — bring the attitude and the attention to detail.
What we offer
- £26,000 – £29,000 per annum, depending on experience
- 20 days holiday per year plus standard bank holidays
- Workplace pension scheme
- Free on-site parking
- Staff discount across our brands
- Full training on our systems, our products and the AI tools we use
- A small, supportive team in which your ideas are actually heard and acted on
To apply
Apply through Indeed with your CV and a short note telling us why this role appeals to you. If you have used AI tools in your work — in any capacity, at any level — tell us what you did with them
Pay: £26,000.00-£29,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
