JOB DESCRIPTION


Stock, PI & Systems Administrator

Location: Hertfordshire
Salary: Competitive
Type: Full-time

Job Title               E Commerce Fulfilment Manager
Reports to           Stock Admin and E-Commerce Manager
Direct reports       Team Leaders, Supervisors and Warehouse Operatives
Based                  Hemel Hempstead
 
The Role
Management of E-Commerce Fulfilment Operations for the Robert Dyas business, specifically Picking, Packing and Despatch to individual customers
Key support to the DC General Manager and Stock Admin and E-Commerce Manager in the effective establishment of this significant new facility
Management, motivation and development of Team Leaders, Supervisors and Warehouse Operatives
Effective integration of colleagues transferring from Hayes, and new recruits, into one high performing team
 
Key Relationships
The E-Commerce Fulfilment Manager will need to establish strong relationships with peers and colleagues in other DC Operations teams, the Transport team, the Robert Dyas E-Commerce Trading Team, and Group IT.
 
Key Responsibilities
Support the DC General Manager and the DC Operations Manager in the successful implementation of the new facility, including
·         Embedding of effective and efficient working practices
·         Training and development of new and existing employees
·         Transition of activities from existing to new facilities
 
Management of defined areas in the new facility, including
·         Management and development of a new team consisting of existing Group employees and new recruits. Establishment of a cohesive, highly motivated, efficient, and customer focussed team
·         Ensuring all team members have the skills required to deliver their responsibilities safely and efficiently. Identifying training needs and ensuring training is both delivered
·         Ensuring that the right number of colleagues (or temporary workers) are working the right shift patterns to maximise service to customers and business efficiency
·         Management of the fast and accurate despatch of goods to customers in line with published service levels
·         Management of productivity, quality and delivery of agreed KPI’s
·         Identification, escalation and management of any customer service affecting issues in the Fulfilment function, and prompt attention to customer complaints
·         Identification and escalation of any stock issues including potential shortages and over/under stocking. Manage stock security, shrinkage and returns
·         Ensuring compliance with internal processes, including stock security and Health and Safety requirements. 
·         Monitoring of courier activities and service levels, and escalation of issues
·         Identification of business improvement actions which will enhance customer service while making the business more efficient
·         Identification of both risks and opportunities and maintain a culture of “no surprises”
·         Provision of timely and accurate regular and ad hoc reports
 
Skills and Experience
 
·         Proven experience running an e-commerce fulfilment operation delivering direct to customers via couriers
·         Demonstrable and strong commitment to customer service
·         Strong systems knowledge, (Red Prairie/Dispatcher)
·         Proven success managing and motivating a team of supervisors and DC operatives to deliver a great service. Able to understand what is required, get people on board and deliver
 
Personal Characteristics
·         Passionate about Customer Service, with ideas for improving service to our customers and our colleagues
·         Strong Team Player who will be able to establish and sustain strong working relationships with key business managers, colleagues and internal customers
·         Resilient. The individual must be able to manage (and welcome) robust challenge, debate and feedback
·         Highly adaptable and pragmatic. Able to accept and act on both instructions and advice while supporting the delivery of a first class distribution centre and a sustainable operation.
·         Gets involved and gets things done. This is a hands on role in a hands on organisation.
·         Dynamic, and able to “hit the ground running”

Closing Date
15/06/2015