E – Commerce & Customer Operations Specialist Job Cannock area,England UK,Customer Service/HelpDesk

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:

IT & AI improvements – streamlining processes and supporting internal systems, or

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

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

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.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, Woo Commerce, 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 (Hub Spot, 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

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