Address
Form of workWhat You'll be Doing
- Customer support:
- Deliver best-in-class customer service in a high-volume and complex contact centre environment. You will be predominantly phone-based and handling email correspondence, and you will handle inbound and outbound customer contacts ranging from delivery and how-to-order enquiries.
- Handle all customer queries with the goal of providing an efficient and effective resolution (owning our team and individual input SLA metrics for phone and email) while delighting our customers, going above and beyond to build loyalty and advocacy.
- Become the Voice of the Customer for the team. You'll report on customer interactions and share relevant insights and opportunities to drive fast and efficient improvements, playing a critical role in shaping the best purchase experience.
- Operations support:
- Manage and coordinate with delivery partners to ensure all orders are delivered in compliance with delivery window schedules
- Use data to optimise delivery routes and schedules with the aim of minimising cost and increasing speed of delivery
- Own the order’s fulfilment process - Packing, labelling and dispatching orders previously dispensed and approved
- Maintain an accurate roster of Delivery Drivers, taking into consideration delivery schedules, efficiency, and number of orders.
- Implement systems and processes to track and manage order status, shipping information and dispatch orders.
- Own and resolve issues related to delivery delays, damaged goods, or order discrepancies
- Conduct periodic inventory counts and report physical product stock levels
- Generate, manage and receive purchase orders from product wholesalersUpdate product pricing on the website
- Deliver team and individual input metrics, balancing productivity targets and Customer satisfaction metrics (delivery efficiency, delivery compliance, delivery experience, stock levels)
