We are looking for an enthusiastic Ecommerce Customer Services Administrator to join our expanding Ecommerce Department in our Hemel Hempstead Head Office The role will involve processing online and e-marketplace orders, liaising with customers via email and our ticketing system, and assisting them with their queries while taking a proactive approach to the overall customer online experience. The role also involves product maintenance, web page creation, and data analytics. This role would support both the Sales Team and the wider Operations teams, focusing on transferring transactional business through our online portals and examining ways to improve the internal workflow from online orders to after-sales services. Reporting to the Head of Ecommerce and working daily with the Ecommerce Coordinator, the role will also identify ways to increase the quality of customer service and implement best practices across all levels. You will be responsible for Daily processing of ecommerce and emarket place orders Handling customer queries via email, phone and our ticketing system in an effective manner Proactively keeping customers informed of enquiry progress with timely updates, assisting with delivery expectations and tracking details Input into the customer experience Monitoring team’s inboxes and escalating where required. Monitor sales performance, identify trends, and suggest strategies to improve customer experience, sales and engagement. Testing new feature roll-outs. Stay current with the latest Ecommerce and digital trends and technologies to ensure competitive and innovative online channels. Carry out competitor analysis to improve our offerings. Meet and exceed key performance indicators. General administration duties as required. Key Skills Experience working within a Customer Service environment Experience in working with an order management system is highly advantageous Good analytical skills to support data-led decision-making Hands-on professional with a strategic mindset, capable of delivering ambitious yet achievable targets Excellent verbal and written communication skills. Very good knowledge of Microsoft Office suite, especially Excel Have an ability to work independently and work with initiative High level of multi-tasking with an element of urgency to support the volumes that can arise A can-do,common sense attitude with a desire to progress their skillset in an exciting and challenging role Exceptional standards in quality of work Detail-oriented and organised Highly motivated and enjoy a fast-paced environment Why Academia Academia is an innovative and rapidly expanding technology company on a mission to transform IT services for large public and private sector customers. We’re not just a supplier; we’re a trusted partner for thousands of clients. Our ethos is simple, if we can provide great technology and make it work, we will empower our customers to optimise their investment in technology. Your IT success is our business. Building a strong reputation over 20 years as a top-tier provider of IT solutions and services, the company has sustained double-digit growth, with revenues exceeding £150 million in FY24. We have picked up prestigious industry awards along the way, including the highly prized CRN reseller of the year award. Backed by Strive Capital, which has provided strong financial and strategic support since 2020, Academia is well-equipped to continue expanding into new areas. Our dedicated lifecycle division, launched to meet the growing demand for sustainable IT solutions, reinforces our commitment to reducing environmental impact while supporting the full lifecycle of our technology. Our culture is built on teamwork, innovation, integrity, ambition, and a commitment to delivering excellent customer service. With ambitious growth plans and a supportive, collaborative environment, Academia is a fantastic place for professionals eager to make an impact. Join us and become part of one of the UK’s most exciting tech success stories. Benefits Gym membership contribution Health Cash Plan Increased annual leave with length of service Free annual leave on your birthday Length of service bonus Flexible working hours Hybrid working Free Will Writing service Borrow my doggie membership Life Insurance Wellbeing Days … And much more