e-Commerce Administrator

Company Description

totes ISOTONER is the UK subsidiary of totes»ISOTONER® Corporation, one of the largest fashion accessory companies in the United States, with a strong global presence in North America, Europe, and Scandinavia. Based in Billericay, Essex, the UK division has been a staple in high street stores for nearly 30 years, offering well-known brands such as totes® umbrellas, slippers, and ISOTONER® gloves, hats, and scarves. totes ISOTONER serves major retailers, including Asda, Boots, and Tesco, as well as independent outlets.

Role Description

We are looking for a highly organised and customer-focused E-Commerce Administrator to join our growing e-commerce team. This is a varied, hands-on role that sits at the heart of our online operation, supporting customers, processing orders, and ensuring a smooth day-to-day experience across our digital sales channels.

Key Responsibilities

£24,000 - £26,000 Depending on Experience.

Key Responsibilities

• Answer incoming phone calls and emails from customers in a professional and friendly manner
• Take customer orders via phone and email and input them accurately into the system
• Process returns, refunds, and exchanges in line with company procedures
• Respond to customer queries relating to orders, delivery, products, and aftersales support
• Liaise with the warehouse and logistics teams to resolve delivery or stock issues
• Support the e-commerce team with general administrative tasks as required

E-Commerce & Online Support Duties

• Monitor online orders and flag any issues or exceptions
• Assist with product data updates (pricing, descriptions, availability)
• Support promotional activity and online sales campaigns
• Help manage customer reviews and feedback
• Ensure a consistently high level of customer experience across all online touchpoints
• Work with internal teams to improve processes and customer journeys

Skills & Experience

• Previous experience in an administrative, customer service, or e-commerce role (preferred)
• Confident and professional telephone manner
• Strong written communication skills
• High level of attention to detail and accuracy
• Comfortable working with computer systems, order management platforms, and Microsoft Office
• Ability to multitask and prioritise in a busy environment
• A positive, problem-solving attitude

Desirable (but not essential)

• Understanding of online retail, fulfilment, or returns processes
• Experience dealing with customers across multiple channels (phone, email, online)

What We Offer

• A supportive and friendly team environment
• Training and development within e-commerce and digital retail
• Benefits – pension, staff discount, flexible working

Salary: GBP 24000 - 26000 per year