Ecommerce Customer Service Lead

PUMA UNITED KINGDOM LTD; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

PUMA UNITED KINGDOM LTD is seeking a Customer Service Management professional in Manchester to lead end-to-end eCommerce operations, ensuring efficient order fulfilment and high-quality customer service. You will manage third-party providers, optimise processes, and drive cost efficiency across the fulfilment ecosystem.

The role focuses on KPI ownership, cross-functional collaboration, and continuous improvement, with responsibility for ensuring timely issue resolution and seamless customer

Qualifications

• Proven experience in eCommerce operations.
• Strong Excel proficiency and data-driven approach.
• Experience with project management tools (Jira, Confluence, Trello or Basecamp).
• Ability to manage third-party vendors and external partners.

Responsibilities

• Own end-to-end order fulfilment and customer service operations within the eCommerce ecosystem.
• Oversee cost control, service levels (3PL SLAs) and billing governance with partners such as Concentrix.
• Identify inefficiencies and implement improvements to reduce costs and improve service quality.
• Coordinate with internal teams and external partners to resolve customer and logistics issues.
• Provide cover for Operations Manager when required and support broader fulfilment operations.

Skills

eCommerce operations

Excel

Jira

Confluence

Trello

Basecamp

Stakeholder communication

Vendor management

Project management

Data analysis

Tools

Jira

Confluence

Trello

Basecamp

Job description

SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and to let our individual talent and experience shine.

YOUR MISSION

The Customer Service Management role is responsible for ensuring efficient, cost-effective, and high-quality end-to-end customer service and order fulfilment operations across the eCommerce ecosystem.

The role owns key operational KPIs and plays a critical part in delivering a seamless customer experience while driving continuous improvement in service performance and cost efficiency.

Working closely with internal teams and external partners, the role manages operational issues, optimises processes, and ensures timely resolution of customer and logistics challenges.

A key focus is the effective management of third-party service providers, including service strategy, cost control, and billing governance, alongside supporting wider fulfilment operations and providing cover for the Operations Manager when required.

Customer Service Management

• Own and deliver key operational KPIs, including cancellation rate, claims rate, 3PL SLAs, payment authorization rate, and customer contact rate.
• Oversee end-to-end order flow, ensuring accuracy, efficiency, and a seamless customer experience.
• Identify operational inefficiencies and implement improvements to reduce costs, enhance service levels, and support profitability.
• Troubleshoot issues across the eCommerce ecosystem, ensuring timely resolution and minimal customer impact.
• Manage the carrier claims process, coordinating across eCommerce customer service, marketplace partners, and logistics providers.
• Manage the relationship with Concentrix, defining cost-effective service strategies and overseeing the billing process, including invoice review and validation.
• Share and maintain regular customer contact forecasts with 3rd party partners to enable accurate capacity planning.
• Marketplace 3rd level customer service query resolution support Provide last-mile fulfilment support as required, including covering operational responsibilities in the absence of the Operations Manager.

YOUR TALENT

• Proven experience in eCommerce operations, ideally across order management, fulfilment, project management, or technical integrations.
• Strong proficiency in Microsoft Office, particularly Excel.
• Experience using project management tools such as Jira, Confluence, Trello, or Basecamp.
• Confident working across multiple systems and reporting tools.
• Solid understanding of eCommerce infrastructure and data flows.
• Strong organisational skills, with the ability to prioritise and manage multiple tasks in a fast-paced environment.
• Experience managing third-party vendors and external partners.
• Strong written and verbal communication skills.
• Proactive, solutions-focused mindset with the ability to work independently and adapt to change.
• Customer-focused approach, with a strong understanding of user experience and service expectations.

PUMA provides equal opportunities for all job applicants, regardless of race, color, religion, national origin, sex, gender identity or expression, sexual orientation, age, or disability.

Equality for all is one of the core principles at PUMA and we do not tolerate any form of harassment or discrimination. At PUMA, every application is reviewed by real people who are committed to fairness, transparency, and equal opportunity - no matter your background, identity, or experience.

To ensure our process stays true to these values, no automated systems or AI tools are used to make hiring decisions. Every decision is made by real people -with real judgment and accountability. We may use functions supported by Artificial Intelligence (AI) to carry out isolated organizational steps, such as scheduling interviews. These functions have no influence on decisions in the application process.

We believe in creating spaces where everyone is welcome, celebrated, and empowered to contribute authentically. Because at PUMA, whoever wants to play, can play. PUMA is a global sports brand creating footwear, apparel, and accessories that inspire athletes and everyday movers. The PUMA Group owns PUMA, Cobra Golf, and stichd, operates in 120+ countries, and has around 22,000 employees worldwide. At PUMA, we are in constant pursuit of faster. That extends beyond our support of the fastest athletes in the world. We also work to be fast in how we adapt to and connect with the constantly changing world around us. Through innovative design, iconic footwear and apparel, and authentic partnerships, we aim to always push what’s next in both sport and culture. PUMA supports over 21,000 employees across 120+ countries. The PUMA Group owns the brand PUMA, Cobra Golf and stichd, and is headquartered in Herzogenaurach, Germany.