Order Management Lead – Customer Experience

Oner Active

Order Management Lead managing customer interactions and backend order workflows for an activewear brand. Focused on delivering excellent customer service through operational excellence in a hybrid work environment.

Posted 5/23/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

About the role

Key responsibilities & impact

Act as the first point of contact for customer and community queries via Zowie, delivering high-quality, on-brand support
Provide personalised responses within agreed SLAs, ensuring speed, accuracy, and empathy
Manage enquiries across orders, deliveries, payments, returns, refunds, and product information
Take end-to-end ownership of customer cases, ensuring timely and effective resolution
Operate across key systems, including Shopify and Authentica WMS, to manage order-related issues
Monitor and action tagged orders, ensuring correct handling and prioritisation
Investigate and resolve flagged orders (e.g., fraud-filtered orders), working with internal teams as needed
Manage oversold and out-of-stock orders, communicating proactively with customers and delivering appropriate resolutions
Process manual refunds outside Shopify’s automated capability, ensuring accuracy and clear customer communication
Collaborate with UK and Austrian finance teams to validate and complete refund requests in line with controls
Escalate complex or high-risk issues to relevant teams (e.g., logistics, tech, finance) and track through to resolution
Support community management and maintain brand reputation, especially during high-impact incidents
Identify trends, recurring issues, and operational gaps to improve processes and the customer journey
Maintain accurate system updates and documentation to ensure operational efficiency and data integrity

Requirements

What you’ll need

Proven experience in a customer-focused role within eCommerce
Experience working with Shopify, Zowie, or similar platforms
Strong understanding of order management processes and workflows
Ability to balance customer communication with operational tasks
Excellent attention to detail, particularly when handling orders and data
Proactive mindset with a problem-solving and “one-touch” resolution approach
Strong organisational skills with the ability to manage a fast-paced workload
Confident decision-making skills, particularly when handling fraud or order issues
Excellent written and verbal communication skills
Positive, adaptable, and team-oriented attitude

Benefits

Comp & perks

25 days annual leave + bank holidays and work from anywhere up to 4 weeks a year
5% employer match salary sacrifice pension scheme
Generous Oner Active discount plus regular office sample sales
Free Evolve You subscription
Private Healthcare with Vitality including optical and dental
Monthly wellness allowance and team workout classes
Start-up culture - the chance to learn and make a real impact
Great employee events like our Summer party, Christmas party and team away days
Healthy office snacks and fruit (plus a chocolate cupboard for a sweet treat for the balance)
Dog friendly office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

order managementproblem-solvingdata handlingrefund processingcustomer communicationoperational efficiencycase ownershipissue resolutiontrend identificationprocess improvement

Soft Skills

attention to detailproactive mindsetorganisational skillsdecision-makingadaptabilityteam-orientedcommunication skillscustomer focusempathytime management