Royalcraft
E-commerce & Account Operations Coordinator
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About the Role
We're looking for a proactive and organised E-commerce & Account Operations Coordinator to support customers and ensure the smooth delivery of orders and services. Acting as the link between customers, warehouse teams, couriers, and internal stakeholders, you'll help manage enquiries, coordinate fulfilment, resolve issues, and deliver an excellent customer experience.
Key Responsibilities
- Manage customer enquiries, order issues, and returns via phone and email.
- Monitor orders from receipt through to fulfilment, ensuring timely delivery.
- Liaise with warehouse teams and couriers to resolve operational and delivery issues.
- Support account management by maintaining customer relationships and providing regular updates.
- Coordinate internal teams to ensure customer requirements are met.
- Maintain accurate records, delivery documentation, and internal systems.
- Identify recurring issues and recommend process improvements.
- Help deliver high service levels while supporting customer satisfaction and retention.
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What We're Looking For
- Experience in customer service, administration, account support, or e-commerce.
- Excellent communication and organisational skills.
- Strong attention to detail and ability to manage multiple priorities.
- Confident using Microsoft Office and order management systems.
- A proactive, customer-focused approach with strong problem-solving skills.
- Experience within logistics, warehousing, or e-commerce is advantageous.
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The Right Person
You'll be organised, adaptable, and thrive in a fast-paced environment. You enjoy building relationships, solving problems, and working collaboratively across teams to deliver outstanding service and operational excellence.
Package & practicalities
- 📆 Full-time - Office based
- 📍Location: Oldbury, Birmingham
- ✈️ Holiday: 23 days plus 8 days bank holiday
- 💸 Other benefits: Staff discount, staff outings, pension scheme
- 💰 Competitive salary package
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