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Operations Support Administrator
2 weeks ago
Outcome: All contract, indent, and asap orders are keyed according to set KPIs. Customer calls answered immediately, and customer emails responded to within 24 hours. Total customer experience is excellent and customer satisfaction results meet set KPIs. General Operations Support Respond to all email and telephone queries via outlook within 24-48 hours of receipt Handle customer queries professionally, provide knowledgeable solutions and follow up as required Provide back up and support to other operations team members as/when requested Attend weekly operations meetings and any Operations Support workshop/training/team building programs General administration (filing etc.), housekeeping, and ad-hoc requests as required Provide sales team support to execute Game plan campaigns or excess sales opportunities Work with Credit Control Department to ensure timely and optimum release of credit held orders to support conversion goals. All customer complaints are dealt with promptly and effectively to achieve maximum ‘recovery’. Active participation in necessary product, policy and procedural training to support the role. Work closely with all business teams to ensure positive relationships and effective operations support Order Book Management Ensure all orders are entered accurately and on time and in line with KPIs and current policies and procedures Action all operational support queries within 24-48 hours for being received Proactive conversion of order-book to maximise on-time invoicing. Ongoing housekeeping to ensure a ‘valid’ order-book including orderbook updates, reflows, minimizing back-order position and cancelling oversold Manage Key Accounts order book Process returns, credits and cancellations in accordance with company policies and procedures Proactively monitor and chase outstanding returns. Working within authority levels, minimise incidence of returns, credits and cancellations for ‘owned’ Account Base. Work effectively, accurately and timeously on finance queries to ensure minimized queries E-commerce Operational Support Provide first line support for CPM DTC Operations Support team as required Attend to open customer service tickets via the JIRA platform Ensure each ticket assigned is seen through to completion. Deliver a positive Operations Support experience. Ensure seamless order tracking communication between 3PL and CPM for deliveries and returns Update and process cancellation as and when required Proactively monitor and chase outstanding ecom returns. Other Adhoc Operations Support tasks that may arise. Key Measures All asap orders received prior to 12pm are keyed and sent to warehouse immediately All asap orders received after 12pm are keyed by close of business All indent orders processed within 24 hours Operational emails for warehouse instruction to be replied to within 24 hours Process stock adjustments accurately, the same day and in line with company policy. Communicate alternative timelines where applicable Finance queries, Order Book updates, Order Book Reflows, Buy updates and other admin operational support emails to be responded to within 48 hours Closeout queries within 3 days of receipt in inbox and communicate instances where timelines cannot be met with a revised timeline in place. Update the necessary personnel on the progress until resolved Individual Attributes Understands how to treat our customers Well-developed data entry, MS Excel, and MS Word skills High accuracy level and attention to detail Computer know how – Operating system: Aurora Analytical & problem-solving skills Communication skills – must have excellent written and spoken English Team player, contributor, and self-motivation a must Core Competencies (All Associates) Inclusion, Action Oriented, Adaptability, Collaboration, Drives Results
