Senior Customer Service Specialist - E-Commerce

ABOUT JUX:

JUX Food is a fast-growing UK food brand making freeze-dried cooking ingredients that are: Just like fresh, without the prep. Our products are designed to deliver the flavour of fresh without any of the faff that comes with it - no chopping, no waste, and no short shelf lives.

We're a small, ambitious team building a brand that genuinely resonates with home cooks who care about what they eat and don't want cooking to be just another chore. Currently stocked in retailers such as: Tesco, Ocado and Wholefoods (as well as other independents nationwide) and selling direct online.

THE ROLE:

We're looking for a reliable, friendly and highly organised part-time Customer Service Coordinator to manage our DTC customer service inbox through Zendesk and Shopify Inbox.

This is a small but important role. You'll be the person making sure our customers get helpful, human responses when they contact JUX about an online order, delivery, product or anything else related to shopping directly with us. You'll spend around 5 hours per week in Zendesk and the Shopify Inbox, split across Monday, Wednesday and Friday, responding to DTC customer enquiries and making sure nothing gets missed.

You'll be trusted to handle everyday customer queries independently using our guidance and processes, while knowing when something needs to be escalated back to the JUX team. Our customer service should feel like our brand: warm, helpful and human. We don't want robotic or overly corporate responses. We want customers to feel like there's a real person on the other side who genuinely wants to help.

What You’ll Be Doing:

• Managing JUX's DTC customer service through our Shopify Inbox and Zendesk
• Responding to customer enquiries relating to online orders, deliveries and products
• Helping customers with common order issues such as missing, delayed, incorrect or damaged orders
• Looking up customer and order information to investigate and resolve enquiries
• Processing straightforward customer service resolutions in line with JUX guidelines
• Keeping responses warm, clear and consistent with the JUX tone of voice
• Making sure customer conversations are properly resolved, tagged and closed in Zendesk
• Identifying anything that needs input from the wider JUX team and escalating it appropriately
• Forwarding any B2B, retailer, wholesale or trade enquiries that come through Zendesk to the JUX team rather than handling these yourself
• Flagging recurring customer issues or patterns that we should know about
• Creating a monthly report on customer sentiment and collating/summarising recurrent queries in the month

What We’re Looking For:

• Excellent written English and communication skills
• Previous experience in customer service, ideally for an e-commerce or DTC brand
• Experience using Zendesk and Shopify is strongly preferred
• A warm, natural writing style (you should be able to sound like a person, not a customer service script!)
• Strong attention to detail, particularly when dealing with customer and order information
• Good judgement and the confidence to resolve straightforward issues independently
• Reliable and consistent - it's important that the agreed customer service hours are covered each week
• Comfortable working independently as part of a small remote team
• Able to recognise when something falls outside your remit and should be escalated

Bonus points for:

• Experience working with a UK e-commerce brand
• Experience using Shopify alongside Zendesk
• Experience working with food, FMCG or consumer brands
• Experience handling DTC delivery and fulfilment queries

To apply please send us:

• A short message telling us about you and your customer service experience
• Details of any experience you have using Zendesk and Shopify
• Examples of e-commerce or DTC brands you've previously supported, if applicable
• Confirmation that you're able to work approximately 5 hours per week across Monday, Wednesday and Friday