Department: Client Relations / E-commerce Job Purpose: An exciting opportunity has arisen for a Client Relations & Digital Assistant to join the Royalcraft team at our Head Office in Oldbury. This role involves order processing, dispatch management, customer communication, and oversight of various e-commerce platforms. The successful candidate will contribute to delivering an exceptional customer experience and ensuring smooth daily operations. Working across a range of channels—including telephone, email, websites, and our newly refurbished luxury showroom—the ideal candidate will promote Royalcraft’s brand values and always maintain a high standard of customer service. Why join Royalcraft? At Royalcraft, we believe that an outdoor space is more than just part of a home — it’s a place where memories are made, connections deepen, and moments of peace are found. Since we first opened our doors in 1990, our family-run business has been dedicated to helping families like yours create beautiful, functional, and lasting outdoor spaces that enhance everyday life. With over 35 years of experience in crafting high-quality garden furniture, we understand that the right pieces can transform a simple garden into a personal sanctuary. Whether it’s a comfortable place to gather around with loved ones, a quiet corner to enjoy your morning coffee, or a stylish setting for al fresco dinners, we’re here to help you create an outdoor space that feels like home. We’re growing fast and this is your chance to support with the ecommerce accounts and providing exceptional customer support that reflects our brand values and push our brand forward. Required Skills and Experience: • A passion for luxury lifestyle and home goods. • Proven track record in delivering exceptional customer service. • Strong communication skills and a positive, can-do, team-oriented attitude. • Excellent written communication and a confident, professional phone manner. • High attention to detail. • Strong organisational skills. Desirable and Beneficial: • Previous experience in a similar retail or e-commerce role. • Experience managing multiple sales platforms and customer types (Trade and E-commerce). • Familiarity with logistics and courier tracking systems. • Knowledge of e-commerce platforms including Shopify, eBay, Amazon, Mirakl, and Rithum. • Experience with SAP or similar ERP/order management systems. Key Responsibilities: E-commerce Platform Administration • Process dispatches, generate invoices, and manage product listings across key e-commerce accounts (e.g., Robert Dyas, Wilko, Scotts, BrandAlley, Debenhams). • Manage customer inquiries and messages for the B&Q account. • Monitor order fulfilment and stock levels daily. • Provide ad hoc reports for the E-commerce Manager and Commercial Director. • Support potential sales through social media platforms. Customer Communication & Support • Respond promptly and professionally to customer service emails, calls, and in-person inquiries to ensure a positive brand experience. • Log product issues, gather photographic evidence, and report recurring problems to the product development team monthly. Administrative Duties • Add and update tracking information across relevant platforms. • Support ad hoc departmental tasks as needed. • Ensure all customer interactions and actions are accurately recorded and documente Benefits: • Casual dress • Holiday entitlement • Bank holidays off • Company events • Company pension • Free parking on-site • Work schedule- Monday-Friday • Location- In Person- Taylors Ln, Oldbury B69 2BN