Company Description
totes ISOTONER is the UK subsidiary of totes»ISOTONER Corporation, one of the largest fashion accessory companies in the United States, with a strong global presence in North America, Europe, and Scandinavia. Based in Billericay, Essex, the UK division has been a staple in high street stores for nearly 30 years, offering well-known brands such as totes umbrellas, slippers, and ISOTONER gloves, hats, and scarves. totes ISOTONER serves major retailers, including Asda, Boots, and Tesco, as well as independent outlets.
Role Description
We are looking for a highly organised and customer-focused E-Commerce Administrator to join our growing e-commerce team. This is a varied, hands-on role that sits at the heart of our online operation, supporting customers, processing orders, and ensuring a smooth day-to-day experience across our digital sales channels.
Key Responsibilities
• Answer incoming phone calls and emails from customers in a professional and friendly manner
• Take customer orders via phone and email and input them accurately into the system
• Process returns, refunds, and exchanges in line with company procedures
• Respond to customer queries relating to orders, delivery, products, and aftersales support
• Liaise with the warehouse and logistics teams to resolve delivery or stock issues
• Support the e-commerce team with general administrative tasks as required
E-Commerce & Online Support Duties
• Monitor online orders and flag any issues or exceptions
• Assist with product data updates (pricing, descriptions, availability)
• Support promotional activity and online sales campaigns
• Help manage customer reviews and feedback
• Ensure a consistently high level of customer experience across all online touchpoints
• Work with internal teams to improve processes and customer journeys
Skills & Experience
• Previous experience in an administrative, customer service, or e-commerce role (preferred)
• Confident and professional telephone manner
• Strong written communication skills
• High level of attention to detail and accuracy
• Comfortable working with computer systems, order management platforms, and Microsoft Office
• Ability to multitask and prioritise in a busy environment
• A positive, problem-solving attitude
Desirable (but not essential)
• Understanding of online retail, fulfilment, or returns processes
• Experience dealing with customers across multiple channels (phone, email, online)
What We Offer
• A supportive and friendly team environment
• Training and development within e-commerce and digital retail
• Benefits – pension, staff discount, flexible working