Job Ref: 214429065

Date: 2021-08-13 10:30:13

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Position title: Operations Assistant

Reports to: Operations Manager

Department: Operations

Direct reports: None

Main purpose

The role is to complete the efficient management of customer orders from processing, through to delivery, ensuring the highest levels of service are achieved at all times. To be the first point of contact for all customer related issues and resolving them through to resolution. The role also covers support for a variety of daily work processes involved in seamless functioning of the Operations Department.

Key responsibilities

Ensuring that:

1.First port of call for all in-bound office calls

2.All in-bound orders are processed and confirmed to the customer within 24 hours

3.National account and major multiple retailers order books are managed to agreed KPIs

4.All third-party service suppliers are complying with set KPIs

5.Aged orders are routinely chased through and delivered within agreed timescales

6.First point of contact for service issues for wholesale customers

7.Resolve any service requests within 2 hours of receipt; logging the issues in the correct method and keeping customers appraised of the progress that has been made, as well as at resolution

8.Returns are managed logged and reported on, within agreed timelines

9.General office and administrative duties

10.Cover for team members’ duties in their absence.

Any other tasks, duties and accountabilities appropriate to the job & position. The above points may change and evolve according to the needs of the business.

Knowledge and experience

* Polite and confident telephone manner

* Excellent listening skills and a 'customer first’ attitude

* Great communication skills; both written and verbal

* Attention to detail whilst maintaining the ability to multi-task

* Full understanding of MS Office; with a good knowledge of Excel

* Ability to build and maintain working relationships with internal stakeholders, customers & suppliers

* Confident in taking ownership of service issues and seeing through tasks to completion

* A desire to develop and grow with the needs of the business.

Skills and behaviours

ØTaking responsibility and achieving results – owns all personal actions; works hard to achieve individual responsibilities and set department goals.

ØCustomer focused – puts external and internal customers first; making sure to quickly and effectively solve customer problems

ØTeam player – actively participates as a member of the team and works towards team goals. Is supportive and helpful to others. Builds great relationships by being positive, enthusiastic and friendly

ØFlexible and open to challenge – confident and energetic with a willingness to take on new and different activities

ØPositive and professional work ethic – displays a positive 'can do’ attitude; open and honest with others. Recognises the impact of one’s behaviour; acknowledging and learning from mistakes without blaming others.

Along with your responsibilities and obligations as an employee, this forms part of your contract of employment

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