CPT-11196 E-Commerce Operations & Customer Service Virtual Assistant

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

This growing UK-based furniture retailer is seeking a full-time E-Commerce Operations & Customer Service Virtual Assistant to support customer communication, delivery coordination, order administration, reporting, and operational workflows. The client noted that the position entails very repeatable workflow driven tasks and that structured training will be provided.

The company operates both an online store and multiple retail locations, selling sofas, recliners, and furniture products throughout the United Kingdom. The goal of this role is to remove repetitive administrative and customer service tasks from ownership while improving operational efficiency and customer experience.

This position combines customer communication, order processing, delivery coordination, Excel-based reporting, and general administrative support. The ideal candidate is highly organized, detail-oriented, and comfortable handling both customer-facing and operational responsibilities. Training to be provided by the client.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Contractors will be required to provide services that align with the following client tasks:

• Respond to customer emails and inquiries
• Provide order updates and delivery information
• Send personalized customer communications following established templates
• Support customers throughout the delivery process
• Escalate complex customer concerns when necessary

• Monitor incoming orders from Shopify
• Send confirmation and follow-up messages to customers
• Coordinate delivery scheduling and booking activities
• Maintain delivery calendars and routing schedules
• Assist with upselling premium delivery and assembly services using approved templates

• Upload and manage CSV files for courier and logistics partners
• Process delivery documentation and supporting paperwork
• Maintain accurate operational records
• Organize files, reports, and business documentation
• Support recurring administrative workflows

• Prepare weekly operational and finance-related reports
• Maintain spreadsheets and tracking documents
• Assist with inventory and order-related reporting
• Perform data gathering and research tasks as needed
• Ensure information remains accurate and up to date

• Assist with tax-related administrative documentation
• Support business record keeping and organization
• Conduct research projects and information gathering
• Help improve workflow efficiency through process documentation and organization

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• Prior customer service experience required
• Strong Excel and spreadsheet experience required
• Administrative support experience preferred
• E-commerce experience preferred
• Shopify experience preferred but not required
• Experience coordinating deliveries, logistics, or operations is a plus
• Strong written and verbal English communication skills
• Ability to work independently with minimal supervision

• Excellent English communication skills
• Strong customer service mindset
• Comfortable working with repetitive operational tasks
• Highly organized and detail-oriented
• Strong Excel and spreadsheet skills
• Able to learn systems quickly
• Comfortable managing multiple workflows simultaneously
• Reliable, proactive, and responsive
• Interested in long-term growth with the company

• Microsoft Excel
• Google Sheets
• Shopify (Preferred)
• Google Calendar
• Email Platforms
• CSV Import/Export Processes
• Customer Service Platforms

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 9am-6pm UK time

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Entry, Junior, Senior Level
• Contracted Hours per Week: 40 hours/week
• Daily Working Time: 9am-6pm UK time
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 1
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Native or Near-Native English Accent Required)
• REGION PREFERENCES: Any