Customer Administrator

Job Description for Ecommerce Administrator

We are a lighting business, which has grown rapidly over the last 5 years. We are
looking to recruit someone who is up for a challenge! The ideal candidate has worked
previously in the ecommerce sector and is excited by the prospect of offering exceptional
proactive customer service. They should have a strong understanding of online market
places and be able to manage multiple market places across Europe and the UK.

Responsibilities include:

- Monitor Marketplace messages ensuring responses are within the SLA
- Chasing order by liaising with suppliers and couriers
- Answering phone calls and dealing with customer enquiries
- Dealing with refunds/replacements and manage the returns process end to end
- Advising customers of potential delays with their orders
- Managing the daily stock updates
- Staying on top of messages sent to suppliers ensuring responses are received
- Manage website chat
- Manage all aspects of order processing including following up on delayed,
shortages & non-delivered orders
- Develop reporting to monitor supplier performance
- Develop reporting to measure customer satisfaction
- Weekly reporting on KPI.
- Ability to streamline processes.

Skills/Experience:

- Experience in Ecommerce
- Excellent phone manner
- Good computer skills including the ability to work with Excel
- Customer service experience
- Very organised
- Excellent communication skills both spoken and written.
- Works well under pressure.
- Problem Solver
- Team Player
- Attention to detail