Full job descriptionOverview
We are seeking a highly organised and customer-focused Retail Manufacturing Operations Administrator to support the day-to-day operations of our growing business. This role combines operational administration, order processing, logistics coordination, and customer service to ensure the smooth flow of products from order placement through to delivery and after-sales support.
The successful candidate will be proactive, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
Key Responsibilities
Customer Service & Support
*Respond to customer care emails in a professional and timely manner.
*Answer incoming customer enquiries via telephone and provide product, order, and delivery information.
*Resolve customer issues and escalate complex queries when required.
*Maintain a high level of customer satisfaction through effective communication and problem-solving.
Order Processing & Administration
*Input customer orders accurately into internal systems.
*Process and monitor orders from receipt through to dispatch.
*Maintain accurate customer and order records.
*Assist with general administrative tasks to support operational activities.
Shipping & Logistics
*Coordinate and process daily shipments.
*Prepare shipping documentation and labels.
*Liaise with courier companies regarding collections, deliveries, tracking, and service issues.
*Monitor shipment progress and proactively address delivery concerns.
Returns Management
*Process customer returns, exchanges, and refunds in accordance with company procedures.
*Investigate and resolve return-related queries.
*Maintain accurate records of returned goods and associated documentation.
Operations Support
*Work closely with manufacturing, warehouse, and sales teams to ensure efficient order fulfilment.
*Monitor stock availability and communicate any issues affecting customer orders.
*Assist with continuous improvement initiatives to enhance operational efficiency.
Skills & Experience
Essential
*Previous experience in administration, operations, customer service, or order processing.
*Excellent written and verbal communication skills.
*Strong attention to detail and accuracy.
*Ability to prioritise workload and manage multiple tasks simultaneously.
*Competent in Microsoft Office applications and business systems.
*Strong organisational and problem-solving skills.
Desirable
*Experience within a retail, manufacturing, distribution, or e-commerce environment.
*Knowledge of shipping, logistics, and courier management processes.
*Experience using ERP, CRM, or order management systems.
Personal Attributes
*Customer-focused approach.
*Positive and professional attitude.
*Reliable and dependable.
*Team player with the ability to work independently.
*Adaptable and willing to learn new processes and systems.
Benefits
*Competitive salary.
*Training and development opportunities.
*Supportive team environment.
*Employee benefits package.
*Career progression opportunities