Ecommerce Assistant

We currently have a vacancy to join the ecommerce department on a permanent basis. This is a busy, frontline role packaging our luxury goods and despatching them to customers.

We currently have a vacancy to join the ecommerce department on a permanent basis. This is a busy, frontline role packaging our luxury goods and despatching them to customers. Using our order management system, you will deal with customer enquiries via telephone or e-mail, providing exceptional customer service when communicating with our customers and fulfilling orders using care and attention to detail. In addition to this be able to demonstrate capability in managing fluctuating workloads alongside daily organisational tasks.

37.5  Hours per week - 9:00-17:30, with 1 hour lunch

5-day out of 7 shift pattern: generally Monday - Friday (Feb - October) Monday – Sunday (November - January) However this may alter and you would need to be flexible to work weekends, where required, throughout the year.

About the Role

Your main responsibilities will include - 

  • Responding to customer queries through allocated tickets, emails, telephone calls and live chat.
  • Navigating systems to manage customer online orders.
  • Receiving and relaying order information, amending data, and fixing systematic or order issues when relevant.
  • Liaise with and track status of orders through 3rd party courier companies to best advise our customers.
  • Creating and processing telephone orders for customers.
  • Demonstrate knowledge of item product lines, online services, retail services, prices, delivery times, various marketing & promotional material, and similar data, as required.
  • Assist customers in Returns and replacements as well as processing of exchanges as needed.
  • Perform other assigned duties required by the management team.
  • Manage processing of incoming/outgoing mail/correspondence to or from the business.
  • Picking, processing and packing ecommerce orders daily, running pre-despatch checks and steaming/packaging all orders perfectly in line with company procedures and standards. returns/refunds as needed
  • Supporting stock deliveries, transfers and inventory counts as needed and maintain a safe working environment
  • Embroidery – personalisation of stock for customer orders
  • Targets – self motivated to meet daily sales targets and order fulfilment targets (OTIF)

About You

  • Excellent organization skills and attention to detail.
  • Strong sense of urgency and ability to meet deadlines.
  • Excellent communication skills with retail background.
  • Calm, efficient and full of enthusiasm, even on the busiest of days.
  • Previous experience with customer contact tools preferable – FreshDesk, LiveChat
  • MS Office proficiency (Word, Outlook, Excel).
  • Embroidery experience - Full training will be provided, if needed.
  • Organised with good attention to detail and extremely efficient picking and packing 
  • Calm, efficient and full of enthusiasm, even on the busiest of days 
  • Mature, responsible and accountable for completing all assigned tasks 
  • Work well as part of a team, and on your own initiative

About Us

Founded in 1797, Johnstons of Elgin is an innovative, luxury clothing brand celebrating 225 years of experience in working with the world’s finest fibres. Across three centuries, our family-owned company has carefully sources cashmere and fine woollen fibres from around the world, applying the latest technology and highest quality craft expertise in our very own vertical Scottish mills. Employing over 1,000 staff, our valued employees and communities are at the heart of everything we do, producing unique, high-quality designs that are made to last. Our brand is focused on sustainability, working with natural, renewable, and biodegradable fibres and we are committed to maintaining a minimal environmental footprint.

Johnstons of Elgin is proud to be an equal opportunity employer wholeheartedly supporting the principles of equality and diversity to build an inclusive workforce. Our aim is to embed diversity and inclusion in everything we do to create an environment where our employees feel safe to be their whole authentic self without having to downplay or change parts of their identity. We celebrate diversity in all its forms, which goes beyond those characteristics protected by law to include everything that makes us unique, from our backgrounds and experiences to our personalities and ways of thinking.

We endeavour to provide reasonable accommodations for individuals with disabilities and encourage any candidate who requires assistance to contact us at

Don’t meet every requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single requirement or qualification. At Johnstons of Elgin, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but think your experience doesn’t align perfectly with the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Please note all applicants must be able to provide evidence of their right to remain and take up paid employment in country job is based.

Closing date - Friday 31st March 2023

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