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E-Commerce and Customer Service Executive
Job summary
A leading pet supply retailer in Crawley seeks a motivated individual for their E-commerce & Customer Service team. The role involves providing exceptional customer service, managing online product listings, and engaging with customers through social media. Ideal candidates will have a strong background in customer service, excellent organizational skills, and a passion for pets. This position is office-based with working hours from 9 am to 6 pm, Monday to Friday.
Qualifications
- Professional and courteous email and telephone manner required.
- Experience in customer service or e-commerce role preferred.
- Strong organization skills to meet deadlines.
Responsibilities
- Act as the first point of contact for customer enquiries.
- Take ownership of customer complaints and resolve issues.
- Manage social media engagement and respond to customer feedback.
- Create and upload product listings to e-commerce platforms.
Skills
We are looking for a motivated and passionate individual to join our E-commerce & Customer Service team at our Head Office in Crawley.
Within this diverse opportunity, you will also demonstrate an attention to detail and creativity by supporting our Ecommerce team with new product listings, catalogue management and in house photography for the ultimate customer shopping experience.
- Act as the first point of contact for customer enquiries for our online stores and deliver a professional and exceptional level of customer service through email and telephone.
- Take ownership of customer enquiries & complaints to follow problems through to resolution accurately and efficiently.
- Work closely with internal departments and couriers regarding our delivery services, product availability and ensure that customers are proactively updated where required.
- Remain up to date with the latest product & nutrition knowledge to provide informed recommendations and advice to customers confidently and at an expert level.
- Manage our social media channel’s engagement by responding to comments and private messages.
- Follow processes and keep customer service reporting data up to date.
- Monitor and engage with customer reviews on our public facing platforms and follow through to resolution and act on their feedback where appropriate.
- Create, edit, and upload new product listings to our e-commerce websites and apps including managing our Deliveroo catalogue.
- Write clear, engaging, and SEO-optimised product titles and descriptions.
- Ensure accurate pricing, stock levels, and categories.
- Upload and organise product images to meet quality and brand standards.
- Regularly audit listings for accuracy, completeness, and performance.
- Collaborate with marketing and design teams to support promotions, new product launches, and seasonal updates.
- A professional and courteous email and telephone manner is essential.
- Previous experience in customer service or similar e-commerce role.
- Excellent time management and organisation to ensure deadlines are met within a diverse role.
- An eye for detail to ensure proficient data entry, visual creativity and optimal functionality.
- Studio photography skills are beneficial for internal photography.
Your working hours would be office based, 9am-6pm Monday – Friday.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.