Customer Service Administrator (e-Commerce Order Processing - Magento)

Customer Service Administrator (e-Commerce Order Processing – Magento)

We are currently recruiting for an experienced, full-time (40 hours per week, 8am – 4.30pm*) Customer Service Advisor, with a background in e-Commerce order processing to join our team. As the main point of contact for our customers and therefore, the ‘face’ of Contract Flooring, you will have outstanding verbal and written communication skills to deliver an unforgettable experience for each one of our customers.

You will also possess the ability to transform an enquiry into a sale and take every opportunity to upsell our products. You will be highly computer literate (Word, Excel and so on) and have a desire to make your job role run as smoothly and efficiently as possible. The ability to achieve this and work on your own initiative is essential for our business success.

The duties of the job will include (but are not limited to):

  • Managing daily sales orders throughout the day – generating packing lists, courier labels and post labels for our packing department via Magento
  • Ensuring all orders have been completed and marked as shipped before the end of each day via Magento (and then double checking that Magento information has synced with eBay and Amazon)
  • Booking in post via Royal Mail’s OBA system
  • Giving our customers a truly excellent service – via phone, email, social media enquiries and our website’s online chat
  • Frequently liaising with our friendly packing department/team throughout the day, ensuring they have accurate and understandable order information to fully complete a customer’s order
  • Dealing with any customer returns and refunds in a timely manner (i.e. same day)
  • Answering daily telephone calls and transferring to the relevant departments where necessary
  • Taking telephone orders and card payments
  • Working out occasional quotations for customers
  • Daily checking on our marketplace accounts and website – to ensure our seller ratings, feedbacks and metrics remain in excellent health, immediately sorting out any problems that may arise.
  • Responding to customer feedback using keyword driven content
  • Keeping records of past customer enquiries that did not convert into a sale and re-establish contact with them to achieve this goal
  • Composing emails for our regular ‘business’ customers to inform them of our new products
  • Maintaining an accurate record of replacement parts, despatch errors and so on – which will then be analysed monthly and discussed with the packing team

You will need to have the following skills and attributes:

  • Previous experience of processing Amazon, eBay and website orders using Magento
  • Great knowledge of IT – Word, Excel, Adobe, Image files, Internet and so on
  • An excellent command of the English language be it verbal or written (spelling and grammar)
  • The ability to decipher and deal with a customer’s enquiry in one response – giving the customer all the information they have asked for and extra information that they haven’t asked for, to ‘close’ the enquiry and convert it into a sale – i.e. avoid unnecessary ‘backwards and forwards’ emails and to ensure a positive experience for the customer
  • Meticulous organisational skills – creating your own understandable filing system for pending orders, outstanding tasks and so on, ensuring that any pending orders and other information is not forgotten and is frequently chased upon to settle in full asap
  • The ability to work under extreme pressure and prioritise your workload – keeping calm to avoid mistakes during busy periods – these being Christmas and most Monday’s!
  • Excellent attention and memory skills with a keen eye for detail, thoroughly reading and understanding everything you do so if something crops up again in the future, you will have at least a vague recollection of it!
  • Good maths skills – at least GCSE, ‘O’ Level or above
  • Genuine friendliness towards our customers, aiming to please them each time

Your past experience is:

Important: You will need to have the below credentials to be considered for this role. We need someone with experience to quite literally start on day one without much need for training (although full training will of course be given on our product ranges)

  • Dealing with eBay and Amazon as a marketplace seller and understand the strict requirements to sell on these marketplaces and maintain excellent seller metrics
  • Using Magento (and M2ePro) to process, print & despatch orders
  • Know how to book in post using Royal Mail’s OBA system

Not essential but desirable:

  • Can use online accounting software such as Xero, Kashflow and so on…
  • Interest in our products and an input of fresh ideas

*  Extra hours may be required during busy periods at Christmas where the post and courier collections can sometimes be late, though usually no later than 5.30pm)

If you would like to work for a forward-thinking flooring company that values its employees, then please send us a current C.V. and a short covering letter quoting the job reference to sales@contractflooring.com or write to us at:

Contract Flooring
The Chapel (Offices)
Chapel Road
Tuckingmill, Camborne
TR14 8QX

Or if you prefer to have a chat, we’d love to hear from you. Call us on 01209 240170.
Contract Flooring is an equal opportunities employer.