Ecommerce Customer Service Executive

About Munks & Me

Munks & Me is a premium, creative wallpaper and murals brand known for exceptional

quality, originality, and a genuine commitment to our customers. Established in 2017, we

are a small, family-run UK business selling to retail customers and an established base of

interior trade partners - designers, decorators, and studios - across the UK and internationally.

Our communication is warm, considered, and design-aware. We care deeply about the

experience we deliver, and every customer interaction reflects the quality of our brand.

Monthly Fixed Contract Fee: £1,800–£2,200 per month, depending on experience

Performance Bonus: Up to £1000 per year, based on agreed performance targets

Working Hours: Monday to Friday

• 9am – 5pm GMT

Annual Leave: 25 working days per year, agreed in advance

Probation Period: Three months

*This role offers clear progression opportunities.

The role

We’re looking for an exceptional customer service professional to own our customer and

trade relationships end to end. Not just someone who handles tickets - someone who

genuinely cares, communicates beautifully, and understands that in a premium brand,

every interaction matters.

You will be the primary point of contact for our retail customers and our established

interior trade partner base - managing, nurturing, and growing those relationships as an

extension of the Munks & Me brand.

This role requires full availability during contracted hours, every working day. It is not

suited to candidates who need flexibility around personal commitments during the

working day.

What you’ll doCustomer experience

• Own all customer service channels: email (Gmail), live chat (Richpanel), Instagram DMs, and WhatsApp Business.

• Handle product questions, order tracking, returns, delivery issues, and colour enquiries.

• Process custom and trade orders accurately in Shopify.

• Maintain warm, premium-quality written communication in every interaction.

• Respond within our service standards: retail within 1 business day; trade same day where possible.

Trade partner management

• Manage and nurture our established base of interior designers, decorators, and trade studios.

• Respond to trade enquiries promptly, recognising their projects as a priority.

• Coordinate sample requests and support the quote process.

• Log and maintain all trade contacts accurately in Shopify or our CRM.

• Identify opportunities to deepen trade relationships and flag them to the Operations Director.

Quality & process

• Follow our CS SOPs and brand voice guidelines consistently.

• Maintain accurate case records in Shopify or our CRM.

• Spot issues early and flag them without being asked.

• Suggest at least one process improvement per quarter.

What we’re looking for

• Minimum 3 years’ customer service experience, ideally in ecommerce.

• Exceptional written English - clear, warm, and professional in every message.

• Experience working with trade, B2B, or account-based customers.

• Confident handling complaints, returns, and sensitive cases calmly and empathetically.

• Highly organised with strong attention to detail across multiple channels simultaneously.

• Proven ability to work independently and reliably in a remote environment.

• Comfortable with Gmail, Slack, Shopify, and Richpanel or a similar helpdesk platform.

• Stable, fast internet connection and a quiet, professional home workspace.

Nice to have

• Background in interiors, design, premium lifestyle, or made-to-order products.

• Experience with UK-based or international ecommerce brands.

• Experience with Shopify for order and account management.

• Familiarity with UPS or international shipping queries.

The kind of person you are

• You show up, fully, every day. You understand that consistent reliability is the foundation of great service.

• You have a professional home-working environment and can reliably commit to your contracted hours, remaining available and responsive throughout the working day.

• You take pride in the quality of your communication, not just the speed of your reply.

• You care about getting things right, not just getting through the queue.

• You’re proactive - you notice things, flag things, and improve things without being asked.

• You want to grow with a brand, not just fulfil a contract.

Availability - please read carefully

Contracted hours are 9:00am–5:00pm UK time

Monday to Friday. These hours are a firm requirement.

Planned leave of up to 25 working days per year is available, agreed with a minimum of 2

weeks’ notice. Outside of agreed leave, you are expected to be available, reachable, and

working during contracted hours every day.

How success is measured

• CSAT score of 4.5 / 5 or above (rolling monthly average).

• 95%+ of retail enquiries responded to within 1 business day.

• 90%+ of trade enquiries responded to same business day.

• Trade account base maintained, logged, and actively engaged.

• Low escalation rate - cases resolved independently within agreed policy.

• At least one process improvement flagged per quarter.

Why this is a great opportunity

• Work for a premium UK brand with a strong identity, real customers, and a product people genuinely love.

• A small, close-knit team where your work is visible, your contribution is valued, and there is real room to grow.

• Funded training budget and full tool access from day one.

• 25 days leave per year.

• Staff discount on all Munks & Me products.

• A stable, long-term contract with clear expectations, fair pay, and regular performance reviews.

How to apply

Send your CV and a short cover note to darran@munksandme.com. In your cover note,

please tell us:

• Why this role is a great fit for you.

• Your experience with ecommerce customer service and trade or B2B accounts.

• Confirmation that you can commit to 9:00am–5:00pm UK time, Monday to Friday.

• Any helpdesk, CRM, or ecommerce platforms you have used (Shopify, Richpanel,

Gorgias, etc).

• We review applications on a rolling basis.