Role Overview :
Reporting to the Assistant warehouse and fulfilment manager, your main job purpose is to provide excellent customer service for online / e-commerce sales by handling inquiries, processing orders and managing the customer experience in a timely and efficient manner for orders from www.harrypottershop.co.uk
Managing a team of 5 full-time fulfilment operations officers and up to 24 flexible E-Commerce Operatives
Assisting with the recruitment of E-Commerce Operatives
Plan the rotas, daily tasks and schedules of the team as needed
Assisting with the picking and packing where necessary
Planning incoming deliveries ensuring adequate space is available for stock and that labels are applied correctly to each piece of stock
Reviewing stock levels and transferring when necessary to replenish picking areas
Ensure best before dates are checked and picking mistakes are reviewed with the person responsible
Ensuring customer orders are packed and dispatched in a timely manner
Ensuring that the required packing quality levels are achieved for each order and therefore reducing the risk of transit damage within your team
Allocating any outstanding work to team
Dealing with any queries or problems during the shift
Managing of stock levels of consumables and packaging materials
Liaise with customer service, warehouse and management teams to ensure messages are conveyed to the pick / pack team
Escalating major problems to Management
Measure and work to KPIs
Keep stats on team performance and monitor them throughout the day
Ensure productivity target is met
Leading your team to ensure that all orders are dispatched within the required SLA's
Dealing with Health & Safety issues
Demonstrating from the front!
Any other Ad Hoc duties
To be considered for the role you must have prior experience in a similar e-commerce role.
Like working as part of a team
Microsoft office and computer literate
Experience of working with databases
Must be responsible for completing own tasks by a deadline
Strong attention to detail and organisational skills
Previous experience managing a small team of workers
Demonstrable ability to inspire, lead, manage and motivate staff
Excellent analytical and problem-solving abilities
Effective ability to bring about and manage change through leadership
Experience in warehouse and / or distribution environment
Effective communication skills
Ability to maintain individual productivity and quality standards according to department requirements
Prior experience of supervising a team in a warehouse environment
Working knowledge of Health & Safety in the workplace
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