NLS Security Ltd is an established security company based in Newcastle upon Tyne, with a strong reputation for technical knowledge, reliable service and quality security products.
We operate two growing ecommerce websites:
Lock Shop Direct — www.lockshopdirect.co.uk
A leading online supplier of locks, door hardware, access control products, locksmith supplies and security hardware.
eSafes — www.esafes.co.uk
A specialist online supplier of safes, including home safes, business safes, fire safes, cash-rated safes, Eurograde safes and security storage solutions.
We are looking for an organised, confident and commercially minded Online Sales & Customer Service Manager to help manage and grow the online sales operation across both websites. This is a key role within the business, supporting customers, managing enquiries, improving processes and helping ensure our online customers receive excellent service from initial enquiry through to delivery and aftersales support.
The Role
The successful candidate will be responsible for overseeing the day-to-day online sales and customer service function for both Lock Shop Direct and eSafes.
You will deal with customer enquiries, provide product advice, support online orders, liaise with suppliers, manage customer service issues and help improve the overall customer experience across both websites.
This role would suit someone with experience in ecommerce, online retail, customer service management, trade counter sales, technical product sales or a security-related environment. Experience with locks, ironmongery, safes, locksmith supplies, access control or security products would be a strong advantage, but full product training can be provided for the right person.
Key Responsibilities
Your duties will include:
- Managing online sales enquiries by phone, email and website contact forms across Lock Shop Direct and eSafes.
- Providing customers with helpful, professional and accurate product advice.
- Supporting customers with product selection, order queries, delivery updates and aftersales support.
- Handling enquiries for locks, cylinders, door hardware, access control products, master key systems, safes and related security products.
- Managing customer service issues from start to finish, including returns, replacements, supplier delays, product queries and complaints.
- Liaising with suppliers regarding stock availability, lead times, special orders, technical information and delivery updates.
- Working closely with the warehouse and dispatch team to ensure orders are processed accurately and efficiently.
- Monitoring online orders and helping resolve issues before they become customer complaints.
- Identifying sales opportunities and helping convert enquiries into orders.
- Supporting both trade and retail customers with product recommendations.
- Assisting with website product information, pricing checks, product descriptions and category improvements.
- Helping maintain high customer service standards across both websites.
- Reviewing customer feedback and looking for ways to improve the customer journey.
- Supporting the management team with reporting on sales, customer issues, returns and website performance.
- Helping train and support other members of the customer service and admin team where required.
- Ensuring all customer communication is professional, clear and in line with the company’s standards.
What We Are Looking For
We are looking for someone who is:
- Confident speaking to customers by phone and email.
- Organised, reliable and able to manage a busy workload.
- Commercially aware and able to spot sales opportunities.
- Experienced in customer service, online sales or ecommerce.
- Able to deal with customer problems calmly and professionally.
- Good at following processes and helping improve them.
- Comfortable using computers, websites, order systems and email.
- Accurate with details, especially when dealing with product codes, orders and customer information.
- Positive, professional and willing to learn.
- Able to work well with suppliers, warehouse staff, sales staff and management.
- Capable of taking ownership of customer issues until they are resolved.
Desirable Experience
Experience in any of the following would be beneficial:
- Ecommerce or online retail.
- Customer service management.
- Trade counter sales.
- Security products, locks, safes, ironmongery or door hardware.
- Working with supplier product feeds or large product catalogues.
- Handling customer returns, complaints and technical product queries.
- Using Sage, CRM systems, ecommerce platforms or order management systems.
- Managing a small customer service or sales team.
- Selling or advising on safes, cash ratings, fire ratings or insurance-rated security products.
Skills Required
The successful candidate should have:
- Excellent written and verbal communication skills.
- Strong attention to detail.
- Good problem-solving ability.
- A professional and friendly telephone manner.
- Good IT skills.
- The ability to learn technical products.
- Strong organisational skills.
- The confidence to manage difficult conversations when needed.
- A proactive approach to improving sales and customer service.
Why Join Us?
This is a great opportunity to join a well-established and growing security business with two established ecommerce websites.
You will play an important role in improving how we manage online customers, sales enquiries and the overall customer experience across both Lock Shop Direct and eSafes.
We offer:
- A stable, long-term role within an established business.
- Full product training.
- Support from an experienced team.
- The opportunity to help shape and improve the online sales department.
- A varied role with real responsibility.
- Career development opportunities as the business continues to grow.
Pay: From £27,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- On-site parking
Work Location: In person
