Job Opportunity: Digital Marketplaces Assistant
Location: Bicester
Working Pattern: Hybrid working available after probation
Reports to: Office Manager and Digital Marketplaces & Operations Manager
Salary: £27,000 to £29,000 DOE
About Bentley Designs
Bentley Designs is a second-generation family business and one of the UK and Ireland’s leading furniture suppliers. Established in 1988, we are known for delivering market-leading designs with exceptional craftsmanship and outstanding value.
As customer furniture buying journeys continue to move online, Bentley Designs is expanding its digital marketplace partnerships alongside its established national and independent retail store customer base. We currently work with major digital and online retail partners including Next, Wayfair and others.
This is an exciting time to join the business as we continue to grow our digital presence and strengthen the way we support both our retail partners and their end consumers.
The Role
We are looking for a proactive, organised and customer-focused Digital Marketplaces Assistant to support the growth of our digital marketplace and online retail channels.
This role sits between the Digital Marketplaces & Operations team and Customer Services. It will involve supporting the upload, maintenance and accuracy of product information across digital marketplaces whilst also helping manage customer and end consumer enquiries that come through to Bentley Designs from online retail partners.
The successful candidate will need to build a strong understanding of the Bentley Designs product catalogue so they can provide accurate, helpful and timely responses to product, delivery, service and aftersales queries. They will also play an important role in ensuring that product data, imagery, specifications and service information are accurate and consistent across our digital channels.
This is a varied role suited to someone who enjoys customer service, product detail, digital systems and cross-department coordination.
Key Responsibilities
Customer Service Enquiries
- Act as a behind-the-front-line support contact for customer and end consumer enquiries received via digital marketplaces and online retail customers.
- Respond to product, delivery, assembly, spare part and aftersales queries accurately and professionally.
- Build a strong understanding of the Bentley Designs product catalogue to support customers with clear and helpful answers.
- Liaise with internal teams to investigate and resolve customer enquiries, ensuring timely updates are provided to marketplace partners, online retail customers and internal stakeholders.
- Escalate complex, persistent or sensitive service issues to the Office Manager, Customer Services Manager or Digital Marketplaces & Operations Manager as appropriate.
Digital Marketplace Support
- Support the setup and ongoing management of product listings across digital marketplaces.
- Assist with uploading and maintaining product content, including product titles, descriptions, dimensions, specifications, imagery, assembly instructions and supporting documents.
- Check marketplace listings for accuracy and consistency, escalating or correcting errors where required.
- Work with the Digital Marketplaces & Operations Manager to ensure product data is supplied in the correct format for each marketplace partner.
- Support marketplace onboarding tasks for new digital customers and platforms, helping ensure that product information, operational processes and service requirements are correctly set up.
- Maintain organised records of product information, platform requirements and listing updates.
Order, Service & Administration Support
- Assist with order-related administration for digital marketplace and online retail customers, including checking order information, amendments, cancellations and service requests.
- Help monitor the health and performance of marketplace listings, identifying content issues, missing information or product availability concerns and escalating where appropriate.
- Support the processing and management of service cases, spare parts requests and product queries linked to online retail orders.
- Monitor customer portal SLAs and help ensure enquiries are responded to within agreed timescales.
- Liaise with the Transport Department regarding delivery updates, outstanding deliveries and collection requests.
- Help monitor marketplace and customer portals where required, ensuring orders, queries and service requests are identified and actioned promptly.
- Maintain accurate records in the ERP system and other relevant customer or marketplace platforms.
Product Knowledge & Catalogue Accuracy
- Develop detailed knowledge of Bentley Designs product ranges, including finishes, dimensions, materials, assembly requirements, stock status and common customer queries.
- Work with internal teams to confirm product details where information is missing, unclear or inconsistent.
- Help maintain accurate product data across internal records, customer portals and digital marketplace platforms.
- Identify recurring product or service questions and support improvements to product information, FAQs and marketplace content.
- Assist with the organisation and maintenance of digital product documentation, including assembly instructions, product detail sheets, line drawings, imagery and other supporting assets.
Cross-Department Collaboration
- Work closely with Customer Services, Digital Marketplaces & Operations, eCommerce, Transport, Sales, Product and Warehouse teams to resolve queries and keep digital channels running smoothly.
- Support the Office Manager with customer service administration and wider department tasks when required.
- Support the Digital Marketplaces & Operations Manager with marketplace account administration, product data requirements and customer-specific processes.
- Communicate clearly with internal stakeholders to ensure that service issues, product queries and data requirements are followed through to completion.
- Help improve processes as the digital marketplace channel grows and new customer requirements emerge.
What We’re Looking For
- Strong customer service skills with a professional, helpful and calm communication style.
- Excellent attention to detail, particularly when working with product data, customer enquiries and order information.
- Confident written and verbal communication skills.
- Strong organisational skills with the ability to manage multiple tasks and priorities.
- Comfortable working with digital systems, customer portals, ERP systems and Microsoft Office.
- Comfortable working with spreadsheets and manipulating product information/data using Microsoft Excel.
- Ability to learn product information quickly and use that knowledge to answer customer and end consumer queries accurately.
- A proactive, problem-solving approach with the confidence to chase information and follow issues through to resolution.
- A collaborative team player who can work across Customer Services, Digital Marketplaces, Transport and Product teams.
- Previous customer service, order processing or administration experience is desirable.
- Experience within furniture, home interiors, eCommerce, marketplaces or online retail would be advantageous but is not essential.
- Experience with Microsoft Dynamics Business Central or similar ERP systems would be beneficial.
Why Join Us?
You will join a family-owned business with almost four decades of experience and a strong reputation for quality, service and design-led furniture.
This is a key role within a growing area of Bentley Designs, supporting the expansion of our digital marketplace partnerships and helping shape how we service online retail customers and their end consumers.
As more of our customer journey moves online, this role offers the opportunity to build valuable experience across customer service, digital operations, marketplace management and product data. You will be part of a supportive team, working across departments and contributing directly to the continued growth of Bentley Designs’ digital business.
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