About MakeWell: At MakeWell, our mission is to make a positive impact on your health, our planet, and the future of science. As industry experts, we design nature-inspired, scientifically grounded nutritional supplements. Our unique approach fosters positive and healthy lifestyles. Together, we are dedicated to making a positive difference not only in the lives of our team members but also in our community. We are committed to cultivating a nurturing environment that values open communication, kindness, and creativity. 

The Role: We're seeking a detail-oriented E-Commerce Operations Assistant to join our growing team. This unique role bridges customer service and operations ensuring our customers receive exceptional service while supporting our e-commerce and B2B operations. You'll work closely with both the E-Commerce Manager and the wider team to deliver seamless customer experiences and drive operational excellence.

We're a small team of 5 with a startup mindset and big ambitions. Every voice matters here. We're looking for a self-starter who's keen to learn, proactive, and passionate about their work. If you thrive in environments where you can take ownership and see the direct results of your efforts, you'll love it here.

Key Responsibilities:

Customer Success & Order Management (40%):

• Monitor customer service inbox daily, prioritising and escalating critical issues
• Track order status and shipping, coordinating re-shipments when issues arise
• Manage customer returns process start to end, liaising with warehouse teams for smooth execution
• Ensure timely resolution of customer inquiries while maintaining high satisfaction scores

B2B Operations & Logistics (30%):

• Process and monitor B2B orders, tracking delivery and payment status
• Coordinate warehouse transfers between our international facilities
• Create and manage shipping documentation including ASNs, customs proformas, and box labels

Content & Marketing Support (20%):

• Assist in publishing blog posts for our practitioner-only portal
• Build and schedule email campaigns
• Support marketing initiatives with customer insights and feedback
• Help to organise and assist with webinars and events

Process Improvement (10%):

• Follow established SOPs while identifying opportunities for enhancement
• Support the team to implement e-commerce and customer service innovations

Skills & Experience Required:

• This is a junior-level position designed for someone early in their career looking to grow - we're specifically seeking candidates at this experience level who are eager to develop their skills with us
• 1-2 years of experience in customer service, e-commerce, or operations roles
• Excellent written and verbal communication skills in English (essential); fluency in French or German is highly advantageous
• Strong attention to detail and organisational abilities
• Experience with e-commerce platforms (Shopify preferred) and customer service tools (Gorgias is an advantage)
• Proficiency in Google Workspace and Excel/Google Sheets

Additional skills:

• Basic understanding of international shipping and customs documentation
• Experience with email marketing platforms (Klaviyo) is a plus
• Interest in health, wellness, and nutrition sector advantageous

Personal Attributes:

• Proactive problem-solver who takes ownership of issues
• Ability to juggle multiple priorities in a fast-paced environment
• Team player with excellent interpersonal skills
• Curious mindset with desire to learn and grow
• Customer-first attitude with empathy and patience

What We Offer:

• 26 days holiday + bank holidays
• Contributory pension scheme
• Private Medical and Dental Insurance
• Professional development opportunities
• Employee wellness benefits including product discounts
• Opportunity to grow with an innovative, mission-driven company

To Apply: Please complete the application form provided. 

PLEASE NOTE: You must have the right to work in the United Kingdom to apply for this role. Candidates must live within a 3 hour radius of London.

Application Deadline: 11th January 2026 | Target Start Date: Beginning of March 

MakeWell is committed to breaking down the barriers that block employment opportunities for different groups of people and to recognising, accommodating and appreciating people’s different backgrounds, experiences, knowledge and skills. We are committed to encouraging diversity among our workforce in every sense. The aim is for our colleagues to be truly representative of our local communities and our customers, and for each colleague to feel respected and able to give their best.