Customer Service Advisor – Online Marketplaces / Order Support
Location: Near Stoke-on-Trent (Staffordshire) – commutable from Stoke-on-Trent, Kidsgrove, Keele, Newcastle-under-Lyme and surrounding areas Sector: E-commerce, Online Marketplaces, Customer Service, Order Processing Type: Full-time, Permanent
UP to £26,000 and excellent benefits to join an established and expanding business.
An exciting new role for a customer service and e-commerce professional; excellent opportunity as our client is expanding its B2C e-commerce and online marketplace operations and is looking for a proactive Customer Service Advisor to deliver a first-class customer experience across its website and major online platforms.
If you enjoy problem-solving, supporting customers, and working in a fast-paced digital environment, this role offers stability, variety and long-term progression.
What You’ll Be Doing
*Handling customer enquiries across e-commerce marketplaces (company website + Amazon/eBay-style platforms)
*Responding via telephone, email and webchat
*Managing customer accounts, updating details and placing manual orders
*Working closely with 3PL partners to ensure orders are picked, packed and delivered on time
*Managing returns and liaising with internal Quality and Product teams
*Investigating delayed or lost deliveries with couriers and logistics partners
*Identifying recurring issues and suggesting improvements to product listings and website content
*Collaborating with internal teams (including Marketing) to support campaigns and maintain brand consistency
What We’re Looking For
*Strong customer service experience (B2C, retail, call centre or e-commerce ideal)
*Excellent communication and listening skills
*Confident and professional telephone manner
*Strong IT skills and ability to learn new systems quickly
*Good working knowledge of Microsoft Office, especially spreadsheets
*Calm under pressure with strong organisation and prioritisation
*Customer-focused, solutions-driven and able to make sound decisions
Location / Commutable From
Stoke-on-Trent, Newcastle-under-Lyme, Kidsgrove, Keele, Chesterton, Cross Heath, Knutton, Wolstanton, Silverdale, Porthill, Bradwell, May Bank, Talke, Audley, Alsagers Bank, Baldwins Gate, Betley, Madeley, Woore, Whitmore, Maer, Loggerheads, Newchapel, Harriseahead, Halmer End and surrounding Staffordshire villages.