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We’re looking for a proactive and organisedFulfilment and Customer Service Managerto take charge of our online order operations. Based at our new Knutsford office, you’ll ensure customers receive their orders quickly, accurately, and with the level of care we’re known for.
This is a hands-on role that mixes fulfilment, customer care, and operational ownership — perfect for someone who’s confident managing day-to-day tasks and improving how we work.
Key Responsibilities:
* Receive, organise, and manage all incoming e-commerce stock.
* Pick, pack, and dispatch online orders quickly and accurately.
* Support with product listings across multiple platforms.
* Manage customer communications via email, phone and live chat.
* Monitor and meet fulfilment KPIs (e.g. dispatch speed, order accuracy).
* Handle Royal Mail and courier cases, claims, and queries.
* Oversee procurement of fulfilment supplies.
* Support with courier costs and ensure best-value shipping solutions.
* Proactively resolve delivery issues, returns, and exchanges.
* Co-ordinate with store and buying teams on stock availability and cross-channel fulfilment.
* Support regular and ad-hoc stock checks and reconciliations.
What We’re Looking For:
* Experience with Shopify and Shiptheory (or similar platforms).
* Experience with stock management systems eg Stocky.
* Strong organisational skills and a keen eye for detail.
* Confident communicator – happy to pick up the phone and resolve issues fast.
* Knowledge of postal/courier services and e-commerce shipping best practices.
* A hands-on team player who thrives in a fast-paced retail environment.
* Reliable, resourceful, and committed to high standards.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Retail Luxury Goods and Jewelry
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