Direct to Consumer Customer Service Administrator
Location: Hoddesdon
Hours: 40 hours per week, Monday-Friday (standard office hours with flexibility during peak seasons)
Contract: Full-time, Permanent
Salary: £28,000 - £30,000
Smart10 is proud to be partnering with a market-leading product-led business in the sports industry. Our client is investing in their Sales Operations and eCommerce capability to ensure customers receive a fast, friendly, and high-quality experience across their Direct-to-Consumer and marketplace channels.
Role Purpose
We're looking for a proactive D2C / eCommerce Customer Service Administrator to support their expanding online sales channels.
You will be a key point of contact for customers, helping with order queries, delivery updates, product questions, and returns. Alongside customer interaction, you will support order administration across platforms such as Shopify, Amazon, and Microsoft Business Central, ensuring data accuracy and smooth order processing.
This role is ideal for someone who enjoys helping customers, solving problems, and working in a fast-moving digital commerce environment.
Key Responsibilities
·Respond to customer enquiries via email and phone with a friendly and professional approach
·Provide order updates, tracking details, and delivery estimates
·Resolve issues and complaints with empathy, escalating where necessary
·Process returns and warranty cases
·Coordinate with the warehouse and quality teams regarding returned items
·Arrange replacements, refunds or credits in line with company policy
·Support day-to-day order administration across Shopify, Amazon and marketplace systems
·Ensure accurate order data is maintained in Microsoft Business Central
·Maintain accurate customer records, notes and documentation
·Identify recurring customer issues and share insights with Sales Operations, Operations, NPD and Marketing
Skills & Experience
Essential
·Previous customer service experience (email and phone)
·Strong written communication and a professional tone
·High attention to detail with the ability to manage multiple tasks
·Good IT skills including Outlook and Excel
·Comfortable navigating multiple online systems and portals
·Positive, team-focused attitude and willingness to learn
Desirable (training provided)
·Experience with eCommerce platforms such as Shopify
·Exposure to marketplaces such as Amazon
·ERP system experience (ideally Microsoft Business Central)
·Familiarity with returns or warranty processes
Benefits
·Competitive salary
·Company pension scheme
·Cycle to Work scheme
·Company events and casual dress
·Free on-site parking
·Support for learning and career development
Interested?
If you enjoy helping customers and want to build experience in eCommerce and online marketplaces, we'd love to hear from you.
Thank you for your interest in this vacancy, which is being advertised by Smart10 Recruitment Group, who are acting as an employment agency / business. Your application will be considered in competition with others, and we will contact you within 3 working days if you have been shortlisted.
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