Senior Customer Service Adviser - E-Commerce

Unipart; Doncaster; On-site; GBP 29,000 - 35,000; Full time

Job summary

Unipart is seeking a Senior Customer Service Advisor for its Doncaster operation within the Commercial team. You will bridge customers ordering via our e-commerce site with internal operations, handling complex inquiries and driving process improvements.

You will train and support the wider team on e-commerce processes, aiming to deliver a consistently positive customer experience and contribute to sales growth. This is a full-time, on-site role based in Doncaster with competitive benefits.

Qualifications

• Experience handling complex order inquiries and escalated customer concerns.
• Strong data analysis to identify opportunities for growth.
• Solid understanding of e-commerce platforms and website analytics tools; Shopify/Magento desirable.

Responsibilities

• Develop and execute e-commerce strategies to support growth in rail sector.
• Drive traffic, conversion, and revenue through online channels.
• Ensure an optimised online user experience and customer journey.
• Analyse sales trends and present data-driven improvement strategies.
• Collaborate with marketing to run campaigns (SEO, SEM, email, social).

Skills

Communication

Analytics

Organization

Cross-functional teamwork

Rail industry knowledge

Tools

Shopify

Magento

Job description

Location: Trax Park, Doncaster

Hours: Full time, 37 hours per week

Salary: Up to £32,250 (depending on experience), plus 33 days holiday (including bank holidays), pension, life assurance, employee assistance programme, wellbeing support, and flexible benefits including cycle to work scheme

About The Role

We're looking for an experienced Senior Customer Service Advisor to join our Commercial team in Doncaster reporting to the Head of Customer Service. In this key role, you will act as the primary bridge between customers purchasing via our e-commerce site and our internal operations. You will be responsible for handling complex order inquiries and escalated customer concerns, while driving process improvements. You will also support the wider team with e-commerce process training and adherence to ensure a consistently positive customer experience. If you are a creative problem-solver, enjoy working in a collaborative, fast-paced environment, and want to make a real impact on our e-commerce strategy and sales growth—this role is for you.

As Part Of Your Key Responsibilities, You'll

• Work collaboratively on the development and execution of the e-commerce strategy to align with the company's growth objectives and sales targets in the rail sector
• Develop and implement initiatives to drive traffic, conversion, and revenue growth through online sales channels
• Ensure that the online user experience is optimised, with a focus on functionality, ease of use, and customer journey improvements
• Monitor sales performance, analyse online sales trends, using skills and knowledge to present data-driven strategies to improve sales performance
• Collaborate with the marketing team to create and execute online marketing campaigns that drive traffic to the e-commerce site, including SEO, SEM, email marketing, and social media
• Monitor customer feedback and work with the wider business to resolve any issues related to the e-commerce platform
• Ensure a seamless, user-friendly, and efficient online shopping experience for customers
• Work closely with the operational, product, logistics, and IT teams to ensure that online orders are fulfilled accurately and on time
• Regularly report on key performance metrics (KPIs), including sales, conversion rates, traffic, customer acquisition costs, and customer lifetime value using existing reporting platforms
• Provide insights and recommendations to senior management on improving e-commerce performance and addressing operational challenges
• Stay up to date with the latest trends, technologies, and best practices in the e-commerce and rail sectors
• Suggest new features, services, or technological advancements that can enhance the e-commerce platform and improve sales performance

About You

• Strong communicator with excellent interpersonal skills, enabling you to build collaborative relationships in a fast-paced, cross-functional environment
• Strong analytical skills to analyse e-commerce data and metrics to identify opportunities for growth and improvement to support decision making
• Highly organised and detail orientated with the ability to manage multiple projects and customers simultaneously, including developing detailed project plans to support customer retention and growth
• A solid understanding of e-commerce platforms and website analytics tools is essential, and experience with platforms like Shopify, Magento, or similar CMS/CRM systems is highly desirable
• Results-driven with a strong focus on achieving business and sales goals
• Knowledge of the rail industry would be a distinct advantage

About Unipart

We are a supply chain performance improvement partner. We Design, Make, Move, and Improve components in our customers' supply chains, keeping their operations and assets moving and working better, for longer. Through our commitment to continuously driving operational efficiencies, we improve performance - saving time, cost, and carbon. Our ambition is to be the driving force behind efficient, resilient, and sustainable supply chains.

Equality, Diversity And Inclusion

We believe that a great workplace is one where you can bring your whole self to work. Our recruitment process is designed to be accessible, inclusive, and based entirely on merit. We define merit through a combination of technical skills and the core behaviours that help our people thrive at Unipart. We welcome applications from everyone, regardless of background or circumstances. We are committed to a policy of equal opportunity that exceeds our statutory obligations under the Equality Act 2010 and subsequent legislation. Whether it's your age, disability, neurodiversity, gender identity, family status, or any other characteristic that makes you 'you' - it is your talent and potential that we value most. Adjustments for you: We want you to perform at your best. If you require any reasonable adjustments or have specific accessibility needs at any stage of the application or interview process, please let us know. We are here to support you.

You may have experience in the following: Senior Customer Service Advisor, E-Commerce Customer Service, Customer Experience Executive, Online Sales Advisor, E-Commerce Coordinator, Customer Service Team Leader, Digital Customer Service, E-Commerce Support Specialist