Supply Chain Operations & Customer Care Specialist

Role Purpose

We are looking for an Operations & Customer Care Specialist to act as the first point of contact for the day-to-day operational issues and customer-related issues for our UK ventures. This role combines operational coordination with customer care, working closely with our internal team and our 3PL partner ensuring orders are fulfilled correctly and on time, while directly supporting both B2B customers (retailers, distributors) and D2C consumers (e-commerce buyers).

Beyond resolving issues in real time, the role is also responsible for monitoring operational performance, maintaining key KPIs and dashboards, and identifying opportunities to improve processes and customer experience.

This is a highly hands-on role for someone who enjoys solving problems, coordinating across

multiple stakeholders, and taking ownership of both operations and customer satisfaction.

Why join Creative Dock

We are proud of our informal atmosphere. We maintain a flat structure and the working environment is shaped around project teams. We believe in career development. All that matters are your skills and desire to learn more. No diploma will ever secure you a place at Creative Dock.

Key Responsibilities

Operations & Customer Support

● Act as the primary point of contact for day-to-day operational and customer support, coordinating with the 3PL, logistics partners, internal teams, and B2B/D2C customers.

● Manage the end-to-end order fulfilment process, ensuring accurate execution of orders, inventory movements, returns, and replacements across Shopify and ERP/WMS systems.

● Resolve operational and customer issues, providing timely communication, coordinating with

internal and external stakeholders, and escalating complex cases where required.

● Deliver a seamless customer experience by ensuring operational excellence across the entire

order lifecycle.

Performance Monitoring & Reporting

● Track key operational and customer service KPIs, including response time, resolution time,

complaint trends, and order performance.

● Prepare and maintain operational trackers, dashboards, and weekly performance reports.

● Identify recurring issues, analyze root causes, and recommend process improvements.

Key Qualifications

● 1–3 years of experience in customer service, logistics, or operations support, ideally within

e-commerce or 3PL environments

● Proactive problem-solving with the ability to make quick and effective decisions under pressure

● Native English communication skills (written and verbal) to manage interactions with partners

and customers

● Highly organized and detail-oriented, with the capacity to manage and prioritize multiple cases

simultaneously

● Confident working with data: proficient in Excel/Google Sheets (formulas, pivot tables) and

comfortable building and maintaining simple trackers and dashboards

● Comfortable reading and explaining basic KPIs (e.g., on-time delivery, resolution time) without

needing a data background

● Hands-on experience with Shopify (order management, refunds, tracking) and ERP/WMS

platforms (inventory, invoicing, and order flow)

● Nice to have: exposure to dashboard tools such as Looker Studio or Power BI

Hiring Process:

Screening phone call with the Recruiter.

Interview with the Hiring manager.

Participation in a Bootcamp (1 day spent with your potential team – to showcase your skills and learn more about Creative Dock)

Equal opportunity employer

Creative Dock is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Be more with Creative Dock

We believe that ideas matter.