Ecommerce Manager – WooCommerce, Customer Service & Operations
Location: Four Marks, Alton, Hampshire.
Employment: Full-time, 40 Hour week.
Salary: Negotiable, depending on experience.
About the Role
We are looking for an Ecommerce Manager to take responsibility for the day-to-day running of our WooCommerce-based online store, while also supporting our customer service, warehouse and animal care operations.
We are an exotic pet product retailer specialising in whole frozen prey items (rats, mice, chicks etc). We also offer a range of other animal food, care products, substrates and other specialist goods. Along with live reptiles, amphibians and invertebrates.
Our business caters for both business and retail customers and the website operates across both these B2C and B2B markets. This is a varied role covering everything from managing product listings and stock levels to dealing with complex customer enquiries, courier issues and business accounts.
The successful candidate will not spend all their time sitting behind a computer managing the website. They will also work closely with the warehouse and animal care teams and will be expected to assist with general operations when required.
A genuine interest in reptiles and other exotic pets would be highly beneficial, as the role involves managing website listings and stock for animal care products as well as live animals, so having a good level of knowledge in this area would be a significant advantage.
Key Responsibilities
Ecommerce & WooCommerce Management
- Take day-to-day responsibility for the operation and accuracy of the WooCommerce website.
- Maintain accurate stock quantities across the website.
- Regularly check website stock against physical stock, deliveries and internal records.
- Investigate and resolve stock discrepancies.
- Ensure products are correctly marked as in stock, out of stock or unavailable.
- Add new products to the website, including product titles, descriptions, pricing, categories, attributes and stock levels.
- Update existing products when specifications, prices, availability or other information changes.
- Ensure products are correctly categorised and organised.
- Write clear and informative product descriptions.
- Upload and format product photographs and other product imagery.
- Produce and edit product images where required.
- Maintain a consistent uniform standard of presentation across the website.
- Monitor the website for incorrect, missing or outdated information.
- Identify and report website problems and assist with resolving them.
- Help to continuously improve website navigation, product presentation and the overall customer experience.
- Optimise website content, structure, and metadata for maximum search performance.
- Liaise with payment platform provider and their online portal to check payments, issue refunds and investigate any potential issues.
Livestock & Animal Stock Management
As the website also sells live reptiles and exotic animals, the role will include responsibility for ensuring that livestock availability accurately reflects the animals actually available for sale.
Responsibilities will include:
- Maintaining accurate website quantities for live animals.
- Checking livestock availability with the animal care team.
- Updating website quantities as animals are sold, reserved, quarantined, become unavailable or otherwise change status.
- Communicating regularly with the animal care team regarding available livestock.
- Ensuring animal listings contain accurate information.
Customer Service
Customer service will form an important part of the role. The Ecommerce Manager will be responsible for responding to enquiries from both trade and retail customers.
Responsibilities will include:
- Responding to customer emails relating to orders, products, availability, deliveries and general enquiries.
- Investigating customer queries and providing accurate and helpful responses.
- Liaising with the warehouse team to establish what has happened with an order, including investigating picking, packing or dispatch errors.
- Liaising with the animal care team where an enquiry relates to live animals or livestock availability.
- Contacting courier companies to investigate lost, delayed, damaged or incorrectly delivered parcels.
- Keeping customers informed throughout an investigation and providing updates where an issue cannot be resolved immediately.
- Raising courier claims for lost, damaged or otherwise problematic consignments where appropriate.
- Investigating missing or incorrect items and working with the warehouse team to establish whether an order has been incorrectly picked or packed.
- Resolving discrepancies between what a customer has ordered, what has been dispatched and what the customer has received.
B2B & Trade Customers
The business operates across both B2C and B2B markets, and the Ecommerce Manager will assist with the administration of trade and business customers.
This includes:
- Creating and sending invoices for customers who have been approved to purchase on an invoice basis.
- Ensuring stock is correctly allocated to invoice orders.
- Processing applications for trade accounts from prospective new customers.
Warehouse Support
Although the primary focus of the role is ecommerce, the successful candidate will be expected to provide general warehouse assistance when required. The role therefore requires someone who is comfortable moving between computer-based ecommerce work and practical warehouse tasks.
This may include:
- Unpacking incoming deliveries.
- Identifying and reporting discrepancies or damaged goods.
- Carrying out warehouse stocktakes.
- Investigating stock discrepancies.
- Locating products required for customer orders.
- Helping pack customer orders when the warehouse team requires additional support.
- Booking shipments onto the courier system and printing shipping labels.
About You
We are looking for someone who is organised, reliable, proactive and attentive to detail. You will need to be comfortable taking ownership of problems and following them through to a resolution.
The ideal candidate will ideally have:
- Experience using WooCommerce, WordPress or a similar ecommerce platform.
- Strong general IT skills.
- Excellent attention to detail.
- Experience managing product listings and stock information.
- Good written English.
- Good customer service skills.
- The ability to communicate confidently with customers, suppliers and courier companies.
- Good organisational and time-management skills.
- The ability to work independently and prioritise tasks.
- A practical approach to problem solving.
- The ability to switch between different types of work throughout the day.
- A willingness to assist other departments when required.
Particularly Beneficial Experience
The following would be advantageous:
- Previous WooCommerce experience.
- Stock control or warehouse experience.
- Photoshop or similar image-editing software.
- Basic HTML/CSS knowledge.
- Experience dealing with courier companies and delivery claims.
- Experience raising invoices and dealing with B2B customers.
- Experience with spreadsheets or stock management systems.
- Previous retail or customer service experience.
- Knowledge of reptiles, amphibians, invertebrates or other exotic pets.
An interest in reptiles and exotic pets is particularly desirable, as this will allow the successful candidate to develop a better understanding of the products, animals and customers they will be working with.
How to Apply
Please send your CV along with a short covering letter explaining your relevant experience and why you would be suitable for the role.
Please include details of any experience you have with WooCommerce, ecommerce, stock management, customer service, warehouse operations, admin duties, invoicing, courier systems or reptiles/exotic pets.
Salary: Negotiable, depending on experience.
Hours: 40 hour week.
Location: Four Marks, Alton, Hampshire.
Start date: September 2026
Benefits:
- Employee discount
- Free parking
- On-site parking
Work Location: In person
