Operations Assistant Job Overview
The role is responsible for bridging the gap and improving communication between the operations and sales teams. Manages the operations administration process starting with supplier purchase orders, to when customer orders are shipped.
This role is integral to achieving shipping targets and KPIs, so speed and accuracy are essential.
Success Factors
Orders are delivered on time and in full daily (OTIF).
Stock is regularly rotated and matches inventory management system.
Expiring/ed stock is identified monthly, and the sales team notified.
Sales orders are keyed for at least one sales rep within first 30 days of employment.
Delivery charges are reduced by at least $1,000.00 USD per month for first 30-90 days of employment then reduced by at least $2,000.00 USD for the following 90-180 days.
All customer sales quotes requests are prepared and processed.
Responsibilities
Oversees the transition of customer orders from sales to operations, ensuring accuracy and completeness.
Maintains accurate and up-to-date records in the system, keeping the team informed of special requirements or changes to sales and purchase orders.
Collaborates with the sales team to propose alternatives or solutions when stock availability impacts order fulfilment.
Assists in addressing and resolving internal and external customer inquiries or complaints in a timely and professional manner.
Communicates and coordinates effectively with team members to ensure customer needs are met efficiently.
Ensures a high level of precision in document creation and data entry to maintain system integrity.
Develops and maintains comprehensive standard operating procedures (SOPs) for all company processes, ensuring they are up to date in both written and video formats.
Adheres to established company standards and proactively suggests process improvements to enhance quality standards and customer service experiences.
Oversees warehouse operations, optimizing space usage to maximize inventory storage and maintaining a clean and safe environment.
Leverages technology to improve warehouse and inventory management efficiencies.
Manages inventory storage, tracking, and control to ensure accessibility and supports efforts to maintain adequate inventory levels.
Handles the fulfilment and delivery of orders, including the coordination of sample drops as required.
Performs other reasonable duties as assigned to support operational goals.
Skills & Experience
Good knowledge of relevant computer programs (e.g., CRM software) and telephone systems.
Proven experience in admin, customer service or a similar role.
Excellent verbal and written communication skills.
Excellent interpersonal skills.
Attention to detail, problem-solving skills and the highest standards for accuracy and precision.
Ability to prioritise and manage time effectively.
Strong organizational and planning skills.
Customer care skills - ability to stay calm when customers are stressed or upset.
At least 2 years admin or assistant and/or customer service experience is preferred.
Education
Minimum of 4 CXCs inclusive of English Language and Mathematics.