Web Administration Team Manager

3 weeks ago

Gateshead, United Kingdom Central Employment Agency (North East) Limited Full time

Central Employment are looking to recruit a Web Administration Team Manager to join a growing Outdoor Clothing and Accessories brand, based from their office and distribution centre Gateshead.

**Purpose of the Web Administration Team Manager**:
We are seeking an organized and detail-oriented individual to join our team as a Web Administration Team Manager. The primary role involves overseeing the daily packing and dispatch of orders, as well as providing exceptional online customer service.

**Qualifications & Skills**:

- Strong leadership skills with the ability to manage a team effectively
- Excellent communication skills, both verbal and written, to effectively communicate with colleagues and customers
- Previous experience in sales order processing or customer service
- Keen eye for detail and accuracy
- Strong organizational, literacy, and numeracy skills
- Passion for providing exceptional customer service and a "can-do" attitude
- Knowledge or interest in outdoor activities, equipment, and adventure lifestyle garments and accessories (preferred but not required)

**Key Tasks & Responsibilities**:

- Supervise daily staff operations and manage break schedules
- Create and manage rotas for customer service, dispatch, and returns team
- Organise cover for staff absence due to holidays or sick leave
- Handle purchase errors and resolve customer complaints
- Process orders for multiple courier services
- Oversee and provide customer service through all platforms
- Liaise with couriers regarding parcel investigations and collections
- Process returns and warranty claims
- Respond to customer reviews, especially negative feedback to resolve issues
- Publish online product reviews
- Manage shipping restrictions for specific countries
- Source packaging supplies and negotiate prices with suppliers
- Resolve PayPal claims, chargebacks, and A-Z claims on Amazon
- Address accounts department queries regarding orders and payments
- Ensure Amazon account health and fulfill criteria required by the platform
- Monitor and adjust for changes in courier services
- Organize courier facilities and communicate with account managers for system updates
- Report website errors to relevant staff
- Communicate with support regarding technical difficulties related to stock, orders and customer payments
- Enforce brand restrictions in regards to product shipment

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