Senior Customer Service Advisor E Commerce

Job Title - Senior Customer Service Adviser - E-Commerce

Location - Trax Park Doncaster

Salary and Benefits- Up to 32250 (depending on experience) plus 33 days holiday (including bank holidays) pension life assurance employee assistance programme wellbeing support and flexible benefits including cycle to work scheme.

About the Role

Were looking for an experienced Senior Customer Service Advisor to join our Commercial team in Doncaster reporting to the Head of Customer this key role you will act as the primary bridge between customers purchasing via our e-commerce site and our internal operations.

You will be responsible for handling complex order inquiries and escalated customer concerns while driving process improvements. You will also support the wider team with e-commerce process training and adherence to ensure a consistently positive customer experience.

If you are a creative problem-solver enjoy working in a collaborative fast-paced environment and want to make a real impact on our e-commerce strategy and sales growththis role is for you.

Key Responsibilities:

As part of your key responsibilities youll:

• Work collaboratively on the development and execution of the e-commerce strategy to align with the companys growth objectives and sales targets in the rail sector.
• Develop and implement initiatives to drive traffic conversion and revenue growth through online sales channels.
• Ensure that the online user experience is optimised with a focus on functionality ease of use and customer journey improvements.
• Monitor sales performance analyse online sales trends using skills and knowledge to present data-driven strategies to improve sales performance.
• Collaborate with the marketing team to create and execute online marketing campaigns that drive traffic to the e-commerce site including SEO SEM email marketing and social media.
• Monitor customer feedback and work with the wider business to resolve any issues related to the e-commerce platform.
• Ensure a seamless user-friendly and efficient online shopping experience for customers.
• Work closely with the operational product logistics and IT teams to ensure that online orders are fulfilled accurately and on time.
• Regularly report on key performance metrics (KPIs) including sales conversion rates traffic customer acquisition costs and customer lifetime value using existing reporting platforms.
• Provide insights and recommendations to senior management on improving e-commerce performance and addressing operational challenges.
• Stay up to date with the latest trends technologies and best practices in the e-commerce and rail sectors.
• Suggest new features services or technological advancements that can enhance the e-commerce platform and improve sales performance.

About you:

Wed love you to have the following skills and experience but please apply if you think youd be able to perform well in this role!

• Strong communicator with excellent interpersonal skills enabling you to build collaborative relationships in a fast-paced cross-functional environment.

• Strong analytical skills to analyse e-commerce data and metrics to identify opportunities for growth and improvement to support decision making.

• Highly organised and detail orientated with the ability to manage multiple projects and customers simultaneously including developing detailed project plans to support customer retention and growth.
• A solid understanding of e-commerce platforms and website analytics tools is essential and experience with platforms like Shopify Magento or similar CMS/CRM systems is highly desirable.

• Results-driven with a strong focus on achieving business and sales goals.

• Knowledge of the rail industry would be a distinct advantage.

About Unipart

We are a supply chain performance improvement partner. We Design Make Move and Improve components in our customers supply chains keeping their operations and assets moving and working better for longer. Through our commitment to continuously driving operational efficiencies we improve performance - saving time cost and carbon. Our ambition is to be the driving force behind efficient resilient and sustainable supply chains.

Equality Diversity and Inclusion

We believe that a great workplace is one where you can bring your whole self to work. Our recruitment process is designed to be accessible inclusive and based entirely on merit. We define merit through a combination of technical skills and the core behaviours that help our people thrive at Unipart. We welcome applications from everyone regardless of background or circumstances. We are committed to a policy of equal opportunity that exceeds our statutory obligations under the Equality Act 2010 and subsequent legislation. Whether its your age disability neurodiversity gender identity family status or any other characteristic that makes you you - it is your talent and potential that we value most. Adjustments for you: We want you to perform at your best. If you require any reasonable adjustments or have specific accessibility needs at any stage of the application or interview process please let us know. We are here to support you.

Required Experience:

Senior IC