E‑Commerce Customer Service Specialist

About the role

The E‑Commerce Customer Service Specialist will join Woolrich’s digital team, reporting to the Head of Digital Experience. The role supports e‑commerce operations across the EMEA region, working closely with logistics, merchandising, CRM, finance and IT departments.

Key responsibilities

• Coordinate the external customer care team and handle escalated customer requests.
• Monitor order processing and fulfillment using Fluent Commerce and Commerce Layer OMS platforms.
• Oversee daily online payments through Adyen and resolve payment‑related issues.
• Manage chargebacks and payment disputes.
• Act as the operational liaison with the logistics warehouse for shipments and returns.
• Collaborate with Administration on invoicing checks and payment reconciliations.
• Track and update operational reports and KPIs such as order fulfillment, returns, service performance and chargeback rates.
• Identify operational issues and contribute to process‑improvement initiatives.

Required profile

• Degree in Marketing, Economics, Languages, Communication or related field, or equivalent training.
• 1–2 years of experience in e‑commerce, customer service or retail operations.
• Strong command of written and spoken English.
• Interest in the fashion and apparel industry.
• Basic understanding of e‑commerce processes including order management, payments and logistics.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities in a dynamic environment.
• Proactive attitude and problem‑solving mindset.

Required skills

• Microsoft Excel
• Fluent Commerce (OMS)
• Commerce Layer (OMS)
• Adyen payment platform