We are looking for an Online Shop Assistant to join our small e-commerce team. This role will suit someone who has a previous experience providing impeccable customer service as well as a talent for organisation, communication and multi-tasking in a busy environment. Must be highly computer literate, numerate and have experience in and enjoy roles where accuracy is key.
The role is focussed on the day to day running of the online shop, including:
Key Responsibilities:
- Managing the order processing system; sharing responsibility with the online and packing teams for the overall process from a customer placing an order to receiving it successfully, including:
- Processing online orders; we use WordPress and WooCommerce as well as bespoke systems.
- Managing customer queries via phone, live chat, and email.
- Manually adjusting orders to suit customer needs.
- Managing stock and creating weekly coffee orders via the Wholesale team.
- Liaising with the packing team to ensure successful delivery. Help where necessary to ensure timely delivery.
- Daily cashing up of sales.
- Checking courier deliveries and proactively resolving any issues.
- Keeping website content up to date and accurate. Keeping website content up to date and accurate.
- In this role, it is essential to learn and keep up to date on the coffees that we have available as well as other coffee products to help our customers select a coffee that is right for them (e.g., flavour profiles) as well as basic troubleshooting (e.g., how to for various brew methods). Full training will be provided.
Previous Experience:
- We are open to hearing from a wide range of candidates and previous e-commerce experience is not required.
- Preference will be given to candidates who can demonstrate previous experience within a role that required technical aptitude in a customer service environment.
- The successful candidate will have experience working to a high standard of accuracy within a role that requires attention to detail; we have found this role suits someone who enjoys working with data, spreadsheets and customers.
- The successful candidate should have experience providing great customer service. We would like to see a genuine commitment to being helpful and nice to everyone who needs assistance; ideally this is someone who has experience providing in person, phone and email-based customer service. Our aim is for online shop customers to receive the same level of personalised service with their online orders as they would receive in our shops.
- The successful candidate will have experience working in a team and will be able to demonstrate great communication skills; office experience is preferred but not required.
Key Skills and Qualities:
- A good attitude and patience for queries and issues that arise.
- Good time management; flexible and able to multi-task and remain organised in a demanding environment.
- Professional and friendly manner in correspondence, as well as excellent written and verbal communication skills.
- Confident navigating a host of apps and software.
Position details:
- Full-time (5 days per week) permanent position with working days falling between Sunday and Friday.
- Applicant should be willing to work some non-traditional hours (occasional Saturday in December or public holidays) as necessary.
- Based at our roastery in Bermondsey; this is an in-person role at our office site.
- Ideal start date February/March 2025; please indicate your availability and notice period when applying.
- You will receive coffee theory training, barista training and can join in on frequent coffee tastings and training sessions.
- There is also scope for some technical training (e.g., coding, web design basics, etc) for the right candidate.
- Salary range £30,000-£36,000 depending on experience. We encourage applicants to include salary requirements in their application.
- Benefits include free enrolment in Simply Health; staff cuppings and on-going training, including online sessions with producers; free coffee each week plus a discount on any extra coffee and merchandise; pension contribution (6%); cycle to work scheme (available for e-bikes as well); tech scheme.
To apply:
Please send a CV and covering letter/email to [email protected]. Closing date is 10 February.
