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- Tasks: Manage online order operations, ensuring quick and accurate fulfilment.
- Company: Mococo is a dynamic retailer in luxury goods and jewellery.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be part of a hands-on team that values customer care and operational excellence.
- Qualifications: Experience with Shopify, strong organisational skills, and confident communication are essential.
- Other info: This entry-level position is based in our new Knutsford office.
The predicted salary is between 22400 - 42000 £ per year.
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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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Fulfilment and Customer Service Manager employer: Mococo
Contact Detail:
Mococo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Fulfilment and Customer Service Manager
✨Tip Number 1
Familiarise yourself with Shopify and Shiptheory, as these platforms are crucial for the role. Consider taking a short online course or watching tutorials to boost your confidence and understanding of these systems.
✨Tip Number 2
Brush up on your knowledge of postal and courier services. Understanding the best practices in e-commerce shipping will not only help you in the role but also impress the hiring team during your discussions.
✨Tip Number 3
Prepare to showcase your organisational skills by thinking of examples from your past experiences where you successfully managed multiple tasks. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 4
Practice your communication skills, especially over the phone. Being a confident communicator is key for this role, so consider role-playing scenarios with a friend to get comfortable resolving issues quickly.
We think you need these skills to ace Fulfilment and Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in fulfilment and customer service. Emphasise your organisational skills, attention to detail, and any experience with e-commerce platforms like Shopify.
Craft a Compelling Cover Letter: Write a cover letter that showcases your proactive approach and hands-on experience. Mention specific examples of how you've improved operations or resolved customer issues in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills related to stock management systems and customer communication. Mention your familiarity with postal services and shipping best practices, as these are crucial for the role.
Show Enthusiasm for the Role: Express your excitement about the opportunity to work at Mococo and contribute to their customer service excellence. A positive attitude can make a significant difference in your application.
How to prepare for a job interview at Mococo
✨Know Your Platforms
Familiarise yourself with Shopify and Shiptheory, as well as any stock management systems like Stocky. Be prepared to discuss your experience with these tools and how you've used them to improve fulfilment processes in the past.
✨Demonstrate Organisational Skills
Since this role requires strong organisational skills, think of examples where you've successfully managed multiple tasks or projects. Highlight your attention to detail and how it has positively impacted your previous work.
✨Showcase Your Communication Skills
As a confident communicator, be ready to share instances where you've resolved customer issues quickly and effectively. Practice articulating your thoughts clearly, whether it's over the phone or via email, to demonstrate your ability to handle customer communications.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific situations, such as delivery issues or stock discrepancies. Think through potential scenarios and prepare your responses, focusing on your problem-solving skills and proactive approach.
