E-Commerce Executive in Stafford

Overview

A fantastic opportunity has arisen for an enthusiastic and customer‑focused E‑Commerce Executive to join our growing IT Recycling business. If you’re passionate about delivering exceptional customer experiences, improving online journeys, and supporting sustainable technology reuse, this role offers the perfect blend of customer service, digital operations, and continuous improvement.

About the Role

As our E‑Commerce Executive, you’ll be the first point of contact for all online customer interactions and play a key role in shaping the customer experience across our digital platforms. You’ll support customers via phone, email, live chat, and social media, ensuring every interaction is friendly, efficient, and aligned with our commitment to quality.

Your insights will help drive improvements across our websites, messaging, and operational processes. You’ll also support order processing, returns administration, and the smooth flow of online sales — all while championing our sustainability values.

Key Responsibilities

Customer Experience & Communication

• Deliver exceptional customer service across all channels: phone, email, live chat, social media, and written correspondence.
• Build strong relationships with customers and internal teams.
• Seek and encourage customer reviews and feedback to support service excellence.
• Manage customer queries, complaints, and resolutions in line with company standards.

E‑Commerce Operations

• Assist with online order processing, including customer liaison, payment handling, and dispatch coordination.
• Oversee the administration of customer returns, ensuring timely processing and clear communication.
• Maintain accurate records, databases, and order/job management systems.

Website & Content Improvement

• Review and enhance product listings, descriptions, and images based on customer feedback.
• Suggest and support improvements to website functionality, messaging, assistive features, and overall user experience.
• Collaborate with E‑Commerce, IT Recycling, and Operations teams to drive continuous improvement.

Teamwork & Compliance

• Participate in departmental meetings and contribute to problem‑solving discussions.
• Support the company’s sustainability strategy and uphold internal management and safety procedures.
• Carry out additional tasks or projects as required by your manager.

Performance Measures

Your success in the role will be measured through:

• Customer response times, resolution times, and ticket performance (Freshdesk).
• CSAT scores and customer satisfaction feedback.
• Improvements in NPS across Trustpilot, Trusted Shops, and Google.
• Completion of required e‑learning modules.

Person Specification

Essential Qualifications

• GCSE Maths & English (Grade C or above).
• A‑Level Maths and English.

Desired Qualifications

• GCSE ICT or related subject (Grade C or above).
• Customer service experience across email, social media, phone, and face‑to‑face interactions.
• Proficiency with MS Office.
• Experience using customer service tools such as Freshdesk, Zendesk, or similar.

Desired Experience

• Familiarity with e‑commerce platforms such as Magento, WooCommerce, Shopify, etc.

Why Join Us?

• Be part of a mission‑driven company promoting sustainability and responsible IT reuse.
• Work in a collaborative environment where your ideas genuinely influence customer experience and digital improvements.
• Develop your skills across e‑commerce, customer service, and digital operations.
• Join a supportive team that values innovation, quality, and continuous learning.

If you’re passionate about customer experience, enjoy working in a fast‑paced digital environment, and want to contribute to a greener future, we’d love to hear from you.

Apply today and help shape the future of sustainable IT.