E.com Fulfilment and Customer Service Lead

Job Title: E.com Fulfilment and Customer Service Lead
Location: Knutsford
Salary: £28,000 - £35,000
Role: Permanent – Full time

Are you a hands-on, organised, and customer-focused professional who thrives in a fast-paced environment? We’re looking for an E.com Fulfilment & Customer Service Lead to take ownership of our client’s online order operations and ensure every customer receives a smooth, accurate, and positive experience.
Based in Knutsford, this is a varied and rewarding role that blends fulfilment, customer care, and operational excellence. If you love solving problems, improving processes, and delivering service that makes people smile this could be your perfect next step.

What You’ll Be Doing:

• Manage incoming e-commerce stock and oversee order fulfilment from pick to dispatch
• Handle customer queries via email, phone, and live chat with professionalism and care
• Monitor fulfilment KPIs like dispatch speed and order accuracy
• Resolve delivery issues, returns, and courier claims efficiently
• Liaise with store and buying teams to manage stock availability and cross-channel fulfilment
• Plan and prepare for peak trading periods (e.g. Black Friday, Christmas)
• Maintain a clean, safe, and organised workspace
• Support stock checks, reconciliations, and procurement of fulfilment supplies

What We’re Looking For:

• Experience with Shopify, Shiptheory, and stock management systems (e.g. Stocky)
• Strong organisational skills and attention to detail
• Confident communicator who’s comfortable picking up the phone to resolve issues
• Knowledge of courier services and e-commerce shipping best practices
• A proactive, reliable team player who thrives in a retail or fulfilment environment

What You’ll Get in Return:

• Competitive salary based on experience
• Company pension scheme
• Employee discount on products
• Free on-site parking
• Access to an on-site gym
• Supportive, friendly team culture
• Opportunities to grow and develop within the business

Ready to Lead with Purpose?
If you're ready to take ownership of fulfilment and customer care in a growing business that values quality and service, we’d love to hear from you.

Commutable Locations: Altrincham, Sandbach, Wilmslow, Warrington, Manchester, Stockport, Macclesfield, Congleton, Northwich, Winsford, Crewe

About us:
This Area Manager role is handled by McCarthy Recruitment, an award-winning multi-sector recruitment consultancy. We are committed to unlocking your full potential and finding your perfect role.
Start your journey today. Apply now or find us online:

• Web: McCarthy Recruitment
• LinkedIn: McCarthy Recruitment
• Facebook: McCarthyRecruitment
• Instagram: McCarthyrecruitment

The Legal Bit: We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age. By applying for this role, you are explicitly consenting for McCarthy Recruitment to hold and process your data in compliance with the General Data Protection Regulations. And your details will be added to our holding database. We process certain personal information about you for our legitimate business interests to identify and contact suitable candidates about positions that may be relevant to them. Details are set out in our privacy policy at privacy. If you wish to exercise your right to access, erase or restrict the processing of your data please contact us at the office and we will respond to your query.