Operations Support Supervisor

2 weeks ago

Stafford, United Kingdom PackShack Full time

Welcome to the future of Global Ecommerce Fulfilment.
Our marketplace fulfilment and warehousing software disrupts ecommerce fulfilment and
helps digital-first businesses grow at a global scale. Our experts fuel client growth and empower entrepreneurs to focus on what they do best - running their business.
At Packshack we think big. We offer a single connected fulfilment solution for a global warehousing network including the USA, Canada, the UK, EU, and Australia. We strive to provide one face to the customer by offering one point of contact and one software access to manage global fulfilment operations. Become part of this international success story and accelerate your career at Packshack

The Role

Our growing Operation support team is now in need of an experienced Supervisor who thrives in a fast-paced environment. You will assist in managing the day-to-day activities of the operations support team.

**Responsibilities**:

- Support the team in resolving queries, assisting with issues and general oversight,
- Manage the team to deliver operational targets and customer service standards within agreed SLA’s,
- Lead team meetings and ensure the team are aligned with overall business goals and have clarity on targets to deliver,
- Maintain excellent team communications,
- Handle internal and external inquiries,
- Delegate tasks to the relevant team members,
- Responsible for all aspects of managing the team and following the appropriate people policies and processes including managing absence and performance
- Manage the onboarding and training of new team members.
- Support on the evaluation of processes, creation of guides, and training for the team,
- Identify training needs within the team and work with the Customer Service Manager to ensure that team training and development needs are met,
- Support the Operations support Manager in identifying any improvements to existing or new systems and processes. Actively promote a continuous improvement mindset within the team
- Handle escalated queries and complaints providing feedback to improve processes to prevent and/or minimize complaints.
- Work on team’s projects,
- Listen to team members’ feedback and resolve any small issues or conflicts,

**What we look for**
- Previous experience in a Customer Service Team Leader / Supervisor role
- People management experience
- Excellent communication skills - both written and verbal
- Strong attention to detail and accuracy in inputting information
- Excellent planning, organization, prioritization and time management skills,
- Willing to learn and develop,
- Driven and motivated,
- Positive can do mindset and solution orientated,
- Strong communication skills demonstrating empathy and understanding where required,
- Open, approachable and professional,
- Happy to work flexibly on bank holidays as we are a global business.
- Experience using a WMS system beneficial but not required

This role is based in our Stafford offices Crabbery St Stafford ST16 2BA

**Salary**: £25,000.00 per year

**Benefits**:

- Sick pay

Schedule:

- Monday to Friday

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