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

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Title: Independent Contractor – CPT-11196 E-Commerce Operations & Customer Service Virtual Assistant/Business Support VA/Entry-Senior Level (Remote).

Overview

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.

Scope of Services

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

Customer Service & Customer Communication

- 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

Order Processing & Delivery Coordination

- 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

Administrative & Operations Support

- 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

Reporting & Data Management

- 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

Business Support

- 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 engage