E-commerce Customer Service & Dispatch Coordinator Full Time

Location: Royton, Oldham

Job Type: Full-time (Monday – Friday, 37.5 Hours per week)

Role Overview

At Aluxo.co.uk, we pride ourselves on high-quality products and an exceptional end-to-end customer experience. We are seeking a highly organised E-commerce Customer Service & Dispatch Coordinator to join our fast-growing team.

This is a dynamic hybrid role that sits at the heart of our operations. you will be the primary voice of our brand, handling enquiries and building loyalty, while simultaneously managing the “behind-the-scenes” logistics to ensure every order is processed accurately and dispatched efficiently.

Key Responsibilities

1. Customer Support & Brand Advocacy

• Multi-Channel Support: Respond promptly and professionally to enquiries via email, live chat, social media, and phone.
• Brand Voice: Maintain a friendly, empathetic, and supportive tone that aligns with Aluxo’s premium reputation.
• Expert Guidance: Maintain a detailed understanding of our product catalogue (materials, dimensions, and care guidelines) to provide tailored recommendations.
• Conflict Resolution: Handle complaints with professionalism, offering practical solutions to turn negative situations into positive outcomes.

2. Dispatch & Operational Excellence

• Order Management: Process and monitor customer orders, exchanges, and returns within Shopify/ERP systems.
• Logistics Coordination: Liaise daily with the warehouse, couriers, and third-party logistics partners to ensure a smooth flow of goods.
• Shipping Documentation: Prepare accurate shipping labels and documentation, ensuring all internal systems are updated in real-time.
• Troubleshooting: Identify and resolve delivery delays, payment issues, or stock discrepancies before they impact the customer.

3. Administrative & Continuous Improvement

• Data Integrity: Maintain organised communication logs and update customer records within CRM tools (e.g., Zendesk, Gorgias).
• Process Optimisation: Assist in improving FAQs, response templates, and dispatch workflows to increase efficiency as the business scales.

Person Specification

Experience & Skills:

• Proven Track Record: Previous experience in e-commerce customer service, retail, or logistics coordination.
• Technical Proficiency: Comfortable using e-commerce platforms (Shopify/WooCommerce) and CRM/ticket tools (Gorgias/Zendesk/Freshdesk).
• Communication: Exceptional written and verbal English, with the ability to adapt tone for different platforms.
• Operational Grip: High attention to detail with the ability to manage technical dispatch tasks and shipping documentation accurately.

Personal Attributes:

• The “Hybrid” Mindset: You are equally happy “wowing” a customer on chat as you are “chasing” a courier on the phone.
• Proactive Problem Solver: You don’t just report issues; you find solutions and identify recurring patterns to prevent future errors.
• Reliable: Disciplined in managing a 37.5-hour Monday–Friday schedule in a fast-paced environment.

What Aluxo Offers

• Competitive Salary: Commensurate with experience.
• Growth Potential: Opportunities to progress within a rapidly expanding e-commerce brand.
• Supportive Culture: A team environment that values personal development and initiative.
• Stable Hours: A consistent Monday to Friday work-life balance.

Job Types: Full-time, Permanent

Pay: £28,000.00 per year