Operations Support Administrator

Our client within the retail sector is seeking an Operations Support Administrator to join their head office team. Report to the Operations Manager. 

Key Responsibilities

General Operations Support

• Respond to email and phone inquiries within 24-48 hours, ensuring prompt and professional communication.
• Handle customer queries with professionalism, providing informed solutions and following up as necessary.
• Provide backup support to other operations team members as needed.
• Participate in weekly operations meetings and any relevant training, workshops, or team-building activities.
• Carry out general administrative duties (e.g., filing, housekeeping) and handle ad-hoc requests as required.
• Support the sales team in executing campaign strategies or addressing excess sales opportunities.
• Coordinate with the Credit Control Department to release credit-held orders in a timely manner, supporting sales goals.
• Address customer complaints promptly to achieve positive outcomes and foster customer satisfaction.
• Actively engage in product, policy, and procedural training to remain updated and effective in the role.
• Collaborate with all business teams to maintain positive relationships and provide seamless operations support.

Order Book Management

• Ensure accurate, timely order entry aligned with KPIs, policies, and procedures.
• Address operational support queries within 24-48 hours of receipt.
• Proactively work to convert the order book to maximize on-time invoicing.
• Regularly update and maintain a “valid” order book by performing housekeeping tasks, including order updates, minimizing back-orders, and cancelling oversold items.
• Manage the order book for Key Accounts, overseeing order status and delivery timelines.
• Process returns, credits, and cancellations according to company policies.
• Monitor outstanding returns and follow up proactively.
• Minimize instances of returns, credits, and cancellations for managed accounts within authority levels.
• Resolve finance-related queries efficiently to minimize outstanding issues.

E-commerce Operational Support

• Serve as the first-line support for CPM DTC Operations as needed.
• Manage customer service tickets through the JIRA platform, ensuring completion of each assigned ticket.
• Provide a positive experience for Operations Support.
• Ensure seamless communication on order tracking between 3PL partners and CPM for deliveries and returns.
• Process cancellations and updates as necessary.
• Monitor and follow up on outstanding e-commerce returns.
• Handle additional operational support tasks as they arise.

Marketplace Management

• Create and manage shipments, ensuring timely and accurate dispatch and delivery.
• Review and manage unsellable stock and removal orders from FBA as needed.
• Address stock discrepancies and process adjustments to balance Amazon stock holdings.
• Collaborate with the finance team to resolve outstanding credits or invoices for monthly reconciliation across all sites.

Key Performance Measures

• All “asap” orders received before 12 pm are processed and sent to the warehouse immediately.
• All “asap” orders received after 12 pm are keyed by the close of business.
• Indent orders are processed within 24 hours.
• Operational emails to the warehouse are responded to within 24 hours.
• Stock adjustments are processed accurately, the same day, per company policy, with clear communication on alternative timelines if necessary.
• Emails regarding finance queries, order book updates, reflows, buy updates, and other admin support are responded to within 48 hours.
• Queries are closed out within three days of receipt, with clear communication provided on any revised timelines or progress updates as needed.

Individual Attributes

• Strong customer-focused mindset with a clear understanding of customer service excellence.
• Proficient in data entry, MS Excel, and MS Word, with high attention to detail and accuracy.
• Knowledgeable in using the Aurora operating system.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills, with proficiency in English.
• Highly collaborative team player with self-motivation and proactive initiative.

Core Competencies

• Inclusivity, Action-Oriented, Adaptable, Collaborative, Results-Driven.