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Customer Service E Commerce Advisor

Job Description

Customer Service and E Commerce Advisor

Summary of Main purpose of the job: Consumer support, organise the efficient operation within the Customer Services / E Commerce department ensuring that procedures are operating standards are adhered to

Working in Conjunction with: QA Team, Saels Team, Marketing Department and QA Manager

Main Duties And Responsibilities:

Customer Services

  • Ensure all emails and calls are logged into the system and the systems (Customer Service NOP Access and NAV) are updated
  • Maintain adequate customer service support and ensure all complaints/queries are dealt with in a timely and consistent manner.
  • Ensure all despatches to customers (business and public) are dealt with quickly; efficiently and at least cost.
  • Ensure customers files are organised
  • Analyse customer service calls and letters on a weekly and monthly basis
  • Control the stock of all samples and spare parts and maintain records.
  • Ensure all subordinates are full trained and understand what is expected of them at all times.
  • In collaboration with the QA Manager, coordinate any product recalls and maintain knowledge of PAS7100
  • Ensure all standard operating procedures are followed at all times
  • Provide monthly reports for Directors/Management meeting
  • Ensure FAQ's on website are kept up to date
  • Collate recall data
  • Act as second contact for Oldham Trading Standards
  • Maintain up to date knowledge of consumer rights legislation as well as toy safety and distance selling regulations


  • Respond to and process internet orders, customer enquiries and issue daily stats
  • Manage stock control
  • Work with graphic department on digital image coordination and record keeping
  • Upload product "How to" films to website and despatch info to consumers
  • Carry out affiliate's payment authorization
  • Process refunds (World pay and Paypal)
  • Ensure knowledge of Consumer Protection (Distance Selling) Regulations is up to date as well as the data protection of consumers
  • Produce working instructions and keep updated

Knowledge and Skills required:

  • Good Organisation Skills
  • IT (Excel, Word, Access & Product Database)
  • Good telephone manner & written communication skills
  • Up to date knowledge of Toy Safety & Consumer Rights Legislation
  • Understanding of The Consumer Protection (Distance Selling) Regulations

  • Salary monthly £22-23k
  • Full time flexible working Auto enrolment into a pension
  • Overtime as required Private medical
  • Life assurance Company sick pay
  • 22 days holiday Bonus
  • Staff purchases Free parking