eCommerce Customer Service Executive

• Full time office based in Macclesfield
• Monday–Thursday, 08:00–17:00 and Friday, 08:00–13:45
• Circa £28,000 DOE 

We are looking for a detail-driven eCommerce Customer Service Executive to oversee customer orders from artwork approval through production and final delivery. This role is heavily production focused and acts as the key link between customers and internal manufacturing teams ensuring embellishment is executed to specification and within customer timelines.

Key Responsibilities:

• Work alongside the production manager monitoring customers orders through the full production lifecycle.
• Translate customer requirements, artwork and branding guidelines into clear production instructions.
• Coordinate the purchase of embellishment executions including heat transfer, patches and specialist finishes.
• Liaise with 3rd party embellishment vendors alongside production manager when required.
• Work closely with design manager to ensure feasibility and accuracy in proof books creation.
• Maintain customer google sheets, ensuring all the information is accurate and aligned with order deadlines.
• Monitor work-in-progress and proactively resolve production issues alongside production manager.
• Ensure quality standards and brand consistency across all orders.
• Approve samples, strike-offs and first-offs prior to sharing with clients.
• Run reports on accounts performance and work alongside operations manager to support continuous improvement in production workflow.

Skills & Experience:

• Desired experience in production coordination or account management within apparel, textiles, or embellishment.
• Excellent attention to detail and ability to interpret technical artwork and specifications.
• Experience working to tight deadlines in high-pressure environments.
• Strong organisational and time management skills.
• Clear and confident communicator with internal teams and customers.
• Problem-solving mindset with the ability to make practical production decisions.