E-Commerce & Customer Operations Specialist

Proactive Personnel Ltd; Cannock; Hybrid; GBP 27,000 - 30,000; Full time

Job summary

A forward-thinking recruitment agency based in Cannock is seeking an E-commerce & Customer Operations Specialist to oversee their web shop and drive customer engagement. Candidates should possess B2B customer service experience and be proficient in managing e-commerce platforms like Shopify or WooCommerce. The role includes responsibilities in order processing, customer communication, and performance optimization. A salary range of £27,000 – £30,000 per annum is offered, along with benefits such as holiday and pension contributions.

Benefits

23 days holiday per annum

6% employer pension contribution

Life insurance at 4× salary

Optional private healthcare

Qualifications

• Experience in B2B customer service or order processing.
• Hands-on experience as admin/power user of an e-commerce platform.
• Strong Microsoft 365 skills, first-line troubleshooting ability.
• Comfortable managing product data files, basic HTML/CSS helpful.
• Analytical and organised with the ability to suggest improvements.
• Clear written English; able to produce simple guides and communications.
• Willingness to develop skills in IT/AI or CRM/outbound track.

Responsibilities

• Manage web shop, update product data, and monitor performance.
• Drive customer adoption through various user engagement strategies.
• Support order processing and resolve discrepancies.
• Maintain CRM records and conduct outbound customer activity.

Skills

B2B customer service experience

E-commerce platform administration

Microsoft 365 skills

Basic HTML/CSS

Analytical thinking

Clear written communication

Confidence in phone and email communication

Tools

Shopify

WooCommerce

Power Automate

Zapier

Excel Power Query

Job description

Cannock

8:30am – 5:00pm (Mon – Thurs)

8:30am – 4:00 pm (Friday)

£27 – 30k (depending on experience – to meet the 30k you must be able to meet all essential skills and experience)

Overview

Role Overview

We are looking for a hands-on E-commerce & Customer Operations Specialist to manage our web shop, drive online customer adoption, and support order processing. This is a varied role with the opportunity to focus on either:

1. IT & AI improvements – streamlining processes and supporting internal systems, or
2. CRM & outbound customer activity – managing customer records, follow-ups, and nudging orders online.

The successful candidate will also provide cover for order and enquiry processing when the primary order processor is unavailable.

Key Responsibilities

1. Web Shop Administration & Performance
   • Act as web shop administrator, updating product/catalogue data (bulk uploads, images, attributes) and managing user accounts
   • Monitor web shop performance (traffic, conversion, top searches, repeat orders) and produce simple monthly snapshots with recommendations
   • Drive customer adoption: prompt saved carts, quick links, email nudges, and create basic “how-to” guides
   • Troubleshoot web order issues, including duplicates, address errors, payment/PO mismatches
2. Secondary Track (Choose One)
   • Option A – IT & AI Improvements
     • Use AI tools (e.g., Copilot, ChatGPT) to draft customer communications and internal knowledge snippets
     • Implement small automations via Power Automate, Zapier/Make, or Excel Power Query
     • Provide first-line IT support for Microsoft 365, devices, and accounts
     • Document new processes and provide simple training/guides for colleagues
   • Option B – CRM & Outbound Activity
     • Maintain CRM records, logging interactions, tasks, and follow-ups
     • Make professional outbound calls/emails for quotes, reactivation, or back-order updates
     • Run targeted campaigns nudging customers to order via the web shop
3. 3.Order & Enquiry Support/Cover
   • Process orders accurately, checking pricing, availability, and lead times
   • Resolve discrepancies with suppliers or sales team
   • Produce order confirmations and ensure timely fulfilment
   • Maintain clear notes and attachments in customer/product systems

Skills & Experience – Essential

• Experience in B2B customer service or order processing, confident on phone and email
• Hands-on experience as admin/power user of an e-commerce platform (Shopify, WooCommerce, Magento, or similar)
• Strong Microsoft 365 skills (Outlook, Excel, Teams) and first-line troubleshooting ability
• Comfortable managing product data files (CSV, images, attributes); basic HTML/CSS helpful
• Analytical and organised, able to spot patterns and suggest improvements
• Clear written English; able to produce simple guides and customer communications
• Willingness to develop skills in either IT/AI or CRM/outbound track

Desirable

• Option A: Exposure to automation tools (Power Automate, Zapier/Make), Excel Power Query, or basic scripting (Python)
• Option B: Practical CRM experience (HubSpot, Salesforce, Zoho) and comfort making outbound calls
• Basic web analytics (GA4) and simple adoption-focused A/B changes
• Experience coordinating with external e-commerce partners/vendors
• Prior experience in engineering, manufacturing, or technical products

Personal Attributes

• Customer-centric, accurate, and calm under pressure
• Curious about IT and AI, pragmatic and hands-on
• Communicates clearly with non-technical colleagues and customers

Benefits Package

• Salary: £27,000 – £30,000 per annum
• Holiday: 23 days per annum (increasing with service)
• Pension: 6% employer contribution
• Life Insurance: 4× salary
• Optional private healthcare (part funded)
• Hybrid working considered after initial period