Job Overview
About Us
As we continue to grow our UK business and expand into European markets, we are looking for a proactive and customer-focused Customer Service & After-sales Executive to manage customer enquiries, delivery issues, returns, refunds, damaged products, missing parts and after-sales improvement.
The Role
The Customer Service & After-sales Executive will be responsible for providing timely, accurate and professional support to customers across all sales channels.
This role goes beyond responding to customer messages. You will investigate problems, coordinate with warehouses and delivery partners, recommend cost-effective solutions and maintain accurate records of returns, damages and after-sales costs.
Furniture experience is highly desirable because the role involves large-item deliveries, multi-box shipments, assembly questions, replacement parts, damage claims and collection arrangements.
Key ResponsibilitiesCustomer Communication
- Respond to customer enquiries through Amazon, eBay, Mirakl, company email and other approved communication channels.
- Provide accurate information about product dimensions, materials, colours, assembly, delivery and availability.
- Manage pre-sale and post-sale enquiries professionally.
- Keep customers informed when an issue requires further investigation.
- Communicate in a clear, polite and empathetic manner.
- Meet all marketplace response-time and service-level requirements.
- Use approved company templates while adapting responses to each customer’s situation.
- Avoid making delivery, refund or compensation commitments outside company policy.
Order and Delivery Support
- Track customer orders and investigate delivery enquiries.
- Confirm whether orders have been released, dispatched or delivered.
- Coordinate with warehouses, couriers and large-item delivery partners.
- Support delivery appointment arrangements.
- Investigate delayed, lost, refused or failed deliveries.
- Handle address amendment requests before dispatch where possible.
- Support customers when delivery partners are unable to make contact.
- Investigate incorrect or incomplete tracking information.
- Manage issues involving multi-box furniture shipments.
- Arrange re-delivery or collection where authorised.
- Maintain accurate records of delivery problems and agreed actions.
Damaged Products, Missing Parts and Assembly Issues
- Investigate customer reports of damaged products, missing components and assembly problems.
- Request relevant photographs, videos and packaging information.
- Identify affected parts using product manuals and component references.
- Check whether the product remains safe to use.
- Provide approved assembly guidance where appropriate.
- Arrange replacement hardware, components or panels.
- Offer partial refunds within the agreed authority level.
- Coordinate full replacements where required.
- Escalate product safety or structural issues immediately.
- Follow up until the customer confirms that the issue has been resolved.
Product and Service Improvement
- Categorise all after-sales issues using the company’s agreed reason codes.
- Identify products with high return, damage or missing-part rates.
- Report repeated assembly and instruction-manual problems.
- Recommend improvements to product pages where information is unclear.
- Provide feedback on packaging, component labelling and product quality.
- Identify delivery partners with repeated service failures.
- Participate in weekly after-sales reviews.
- Help reduce avoidable returns and repeat customer complaints.
Records, Reporting and Procedures
- Maintain a central after-sales case log.
- Record the platform, order number, SKU, issue, solution and total cost.
- Produce daily exception and unresolved-case reports.
- Prepare weekly reports on returns, damages, missing parts and delivery failures.
- Support monthly analysis of after-sales costs and problem products.
- Maintain and improve customer service procedures.
- Store all customer and case information in approved company systems.
- Ensure that important records are not held only in personal emails or files.
Desirable Experience
- Experience in furniture, homeware, interiors or other large-item categories.
- Experience managing damaged-product and missing-part cases.
- Knowledge of large-item delivery and collection processes.
- Familiarity with Amazon Seller Central, eBay and Mirakl.
- Experience supporting customers in European markets.
- German or French language skills.
- Experience with ERP, order management or customer service systems.
- Experience preparing courier or supplier claims.
- Knowledge of product safety escalation procedures.
What We Offer
- The opportunity to join a growing UK furniture e-commerce business.
- A varied role with responsibility across multiple marketplaces.
- Direct involvement in UK and European business expansion.
- The opportunity to improve customer service and after-sales processes.
- Experience working with Amazon, eBay, Mirakl and European retail platforms.
- A collaborative environment with direct access to decision-makers.
- Opportunities for professional development as the business grows.
- Competitive salary based on experience.
Application
Please submit your CV together with a short explanation of:
- Your e-commerce customer service experience.
- The marketplaces or customer service systems you have used.
- Your experience handling returns, refunds, damaged products or delivery problems.
- Any experience you have in furniture, homeware, large-item delivery or European customer service.
- Any additional languages you speak.
Job Type: Temporary
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
Education:
- A-Level or equivalent (preferred)
Experience:
- E-commerce: 1 year (preferred)
Work Location: In person
