eCommerce Customer Experience Associate

Posted By: Greg Phipps
Salary: £27,000-£30,000 DOE
Location: Stockton on Tees
Job Type: Permanent
Category: Office & Professional

Central Employment are working with a rapidly expanding online interiors retailer, as they look to recruit an eCommerce Customer Experience Associate. 

• Stockton-on-Tees based, full time office
• £27,000-£30,000 DOE

eCommerce Customer Experience Associate: 

We’re looking for an eCommerce Customer Service Advisor to own and enhance the end-to-end customer journey across this growing retail interior business — from discovery and purchase through delivery, aftercare and loyalty. You’ll join the existing
Customer Service Team and ensure you maintain high service performance, reduce friction, and deliver a premium, brand-right experience to our client base.

Key responsibilities:

• Own the end-to-end eCommerce customer journey, across web, email, delivery, returns, post-purchase support and reviews.
• Identify and prioritise friction points (e.g. product information gaps, delivery ETA uncertainty, damages, returns complexity).
• Ensure the customer journey reflects a premium interiors brand (tone of voice, service standards, proactive comms).
• Meet high-end service SLAs/KPIs, driving improvements in response times, resolution time, and quality.
• Use the existing system processes for common interiors challenges: lead times and backorders, delivery booking and tracking
• Work with 3PL, couriers and installation partners to improve delivery experience and reduce exceptions.

Experience:

• Proven experience in customer experience / customer operations, ideally in interiors, homeware, furniture, premium retail, or a high-consideration category.
• Strong grasp of operational drivers: fulfilment, delivery, returns, and how these impact customers
• Comfortable working with CRM’s, Microsoft outlook, word, excel