E-commerce & Customer Service Executive
Location: Chesterfield, Derbyshire
Hours: Part-time, with the potential to develop into a full-time position (25 hours across Monday to Friday)
Salary: Competitive, dependent on experience
About Emprise Group
Emprise Group is a diverse collection of businesses operating across sports travel, merchandise, coaching and events. Our brands include Barmy Army, International Cricket Tours and Emprise Cricket Coaching (R66T Academy). We pride ourselves on delivering exceptional customer experiences and are looking for someone who shares our commitment to professionalism, accuracy and continuous improvement.
About the Role
We're looking for a proactive and organised E-commerce & Customer Service Executive to join the Emprise Group team.
This is a varied role combining customer service, e-commerce administration, order management and fulfilment. You'll be responsible for ensuring our customers receive an excellent experience from the moment they place an order through to delivery and after-sales support.
Working across multiple brands, you'll liaise with customers, suppliers and internal teams to ensure orders are processed and fulfilled efficiently and that any issues are resolved quickly.
No two days are the same, making this an ideal opportunity for someone who enjoys variety, problem-solving and delivering excellent customer service.
Key Responsibilities
- Deliver excellent customer service via email, phone and our customer service platform, resolving enquiries efficiently and professionally.
- Manage customer returns, replacements, exchanges and refunds.
- Administer multiple Shopify stores, including order management, stock updates and general store maintenance.
- Create DHL shipping labels, packing slips and other dispatch documentation.
- Liaise with internal teams and third-party suppliers to ensure orders are fulfilled accurately and on time.
- Carry out quality control checks on incoming stock and deliveries.
- Manage print-on-demand products and orders with external manufacturing partners.
- Monitor customer orders from purchase through to delivery, proactively resolving any issues that arise.
- Assist with product sales and operations at live events and sporting fixtures when required.
- Maintain accurate customer, stock and order records across internal systems.
About You
- We're looking for someone who:
- Has excellent customer service skills and enjoys helping people.
- Is highly organised with strong attention to detail.
- Can manage multiple priorities and work effectively in a fast-paced environment.
- Has excellent written and verbal communication skills.
- Is confident using Microsoft Office, particularly Excel.
- Learns new systems quickly and is comfortable working across multiple platforms.
- Can work independently while also being a strong team player.
- Takes ownership of tasks and follows them through to completion.
- Has a proactive approach and is comfortable identifying and resolving problems.
Desirable
- Previous experience using Shopify or a similar e-commerce platform
- Experience using Freshdesk or similar customer service software.
- Previous experience in e-commerce, retail, customer service or order fulfilment.
- Experience using courier and shipping systems
What We Offer
- A varied and rewarding role within a growing business.
- Opportunities to develop skills across customer service, e-commerce and operations
- A supportive and collaborative team environment.
- Staff discounts across our brands.
- Company events and opportunities to support major sporting events throughout the year.
