Cannock
8:30am – 5:00pm (Mon – Thurs)
8:30am – 4:00 pm (Friday)
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:
1. IT & AI improvements – streamlining processes and supporting internal systems, or
2. 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
3. Web Shop Administration & Performance
4. Act as web shop administrator, updating product/catalogue data (bulk uploads, images, attributes) and managing user accounts
5. Monitor web shop performance (traffic, conversion, top searches, repeat orders) and produce simple monthly snapshots with recommendations
6. Drive customer adoption: prompt saved carts, quick links, email nudges, and create basic “how-to” guides
7. Troubleshoot web order issues, including duplicates, address errors, payment/PO mismatches
8. Secondary Track (Choose One)
Option A – IT & AI Improvements
9. Use AI tools (e.g., Copilot, ChatGPT) to draft customer communications and internal knowledge snippets
10. Implement small automations via Power Automate, Zapier/Make, or Excel Power Query
11. Provide first-line IT support for Microsoft 365, devices, and accounts
12. Document new processes and provide simple training/guides for colleagues
Option B – CRM & Outbound Activity
13. Maintain CRM records, logging interactions, tasks, and follow-ups
14. Make professional outbound calls/emails for quotes, reactivation, or back-order updates
15. Run targeted campaigns nudging customers to order via the web shop
3.Order & Enquiry Support/Cover
16. Process orders accurately, checking pricing, availability, and lead times
17. Resolve discrepancies with suppliers or sales team
18. Produce order confirmations and ensure timely fulfilment
19. Maintain clear notes and attachments in customer/product systems
Skills & Experience – Essential
20. Experience in B2B customer service or order processing, confident on phone and email
21. Hands-on experience as admin/power user of an e-commerce platform (Shopify, WooCommerce, Magento, or similar)
22. Strong Microsoft 365 skills (Outlook, Excel, Teams) and first-line troubleshooting ability
23. Comfortable managing product data files (CSV, images, attributes); basic HTML/CSS helpful
24. Analytical and organised, able to spot patterns and suggest improvements
25. Clear written English; able to produce simple guides and customer communications
26. Willingness to develop skills in either IT/AI or CRM/outbound track
Desirable
27. Option A: Exposure to automation tools (Power Automate, Zapier/Make), Excel Power Query, or basic scripting (Python)
28. Option B: Practical CRM experience (HubSpot, Salesforce, Zoho) and comfort making outbound calls
29. Basic web analytics (GA4) and simple adoption-focused A/B changes
30. Experience coordinating with external e-commerce partners/vendors
31. Prior experience in engineering, manufacturing, or technical products
Personal Attributes
32. Customer-centric, accurate, and calm under pressure
33. Curious about IT and AI, pragmatic and hands-on
34. Communicates clearly with non-technical colleagues and customers
Benefits Package
35. Salary: £27,000 – £30,000 per annum
36. Holiday: 23 days per annum (increasing with service)
37. Pension: 6% employer contribution
38. Life Insurance: 4× salary
39. Optional private healthcare (part funded)
40. Hybrid working considered after initial period