Purpose of job:

This is very much a ‘hands on’ management role within a busy mail order department. It incorporates several crucial elements and processes and is integral to delivering the high standards, ethos and first-class customer service of Grasmere Gingerbread®. Key responsibilities include ensuring the efficient operation and execution of the daily operational dispatch of domestic/international parcels to acute/rolling deadlines and to pro-actively and supportively manage the team to deliver ‘the above’ effectively and efficiently. It is a position that demands an understanding and appreciation of the internal and external demands upon Grasmere Gingerbread®.

Meeting these consistently has enabled the business to establish and maintain a global reputation for excellent customer service.

Dispatch:

• Process and execute the daily dispatch of orders.

Management of mail order team:

• Organise staffing of the department enabling full operation 6/7 days a week.

• Give daily direction to the team to fulfill dispatch deadlines and meet company quality standards and customer expectations.

• Liaise with Operations Manager to further support and manage relief packers during busy periods.

• Monitor staff performance and action staff reviews in conjunction with Senior Management and company procedures.

• Deliver relevant staff training as and when required.

Communication:

• Communicate internally and externally at all levels and formats (face-to-face, telephone, email and letter) to build and maintain excellent relationships.

• Communicate regularly (daily) with bakery to ensure mail order requirements are fulfilled.

• Communicate internally with the rest of the team as and when required.

• Administrate international shipping requirements.

• Provide the Finance Manager with financial information as and when required (often to legal deadlines).

• Gather and collate regular statistical mail order data for presentation to the Operation Manager, Directors & Ecommerce Manager.

• Provide regular operational up-dates for Operations Manager or, in his absence, the Directors.

• Communicate with external providers, e.g. couriers (account managers, customer support and drivers) and suppliers (where applicable) to build harmonious working relationships.

• Communicate with customers (individual/corporate) to meet the company’s ethos and standards and ensure this is replicated by the rest of the team to deliver first-class customer service.

• Monitor and deal with negative issues, respond accordingly and record relevant data.

• Communicate with the Sales and Marketing Department in reference to the online shop.

Consumables:

• Liaise with Stock & Procurement Manager or, in their absence, Bakery/Operations Manager for stock requirements/issues.

• Maintain suitable stock levels for both saleable and consumable stock (mail order only) which take into account seasonal peaks and sales promotions by liaising with the Stock & Procurement Manager and the Sales & Merchandising Manager.

Technology and Data Management:

• Data management and compliance with GDPR across all areas.

• Ability to operate all courier software and execute courier software updates.

Finance:

• Process all relevant payments.

• Compile records of refunds and replacements for monthly submission to the Finance Manager.

• Monitor courier costs and communicate when changes/issues arise.

• Process refund claims with courier companies and keep records of these for quarterly submission to the Finance Manager.

• Alert Operations Manager or, in their absence, the Directors in the event of any payment system failures.

• Responsible for petty cash in the absence of the Finance Manager.

Websites & Digital:

• Ensure complete understanding of the company’s Terms and Conditions and that they are fully adhered to.

• Liaise directly with Ecommerce Manager on any issue with website.

• Monitor and update stock on website in the absence of the Stock & Procurement Manager.

• Create and design marketing emails, link to site and email in absence of Sales & Merchandising Manager.

Promotion:

• Manage and execute dispatch of special or seasonal promotions working alongside Marketing & Sales, Procurement.

Overall department responsibility:

• Full responsibility for the mail order department building – security, housekeeping plus health and safety of colleagues working in and others that may enter the building.

• Any other tasks as and when required by the Directors.