Job Description for the role of: Customer Order Co-ordinator at South Devon Chilli Farm Summary
The Customer Order Co-ordinator (COCO) is responsible for the fulfilment of online retail and wholesale orders received by the South Devon Chilli Farm. This is a warehouse-based role with computer-based work, administration & team co-ordination tasks and also a good deal of manual handling and packing of boxes etc. In addition to the primary tasks, the COCO will work towards continual improvement within the business while performing the tasks detailed below. Over time, new responsibilities will be added to the COCO role by the directors as the business evolves. The COCO will report directly to the Operations Manager (OM).
Areas of Responsibility
· Fulfilment (retail and wholesale)
· Teamwork
· Stock control (checking and updating stock levels online)
· Reporting
· Customer engagement
· Business Development
· Accounting tasks
Fulfilment
- Carrying out retail and wholesale order fulfilment
- Taking responsibility for the export of goods, ensuring compliance with customs, tracking shipments and communicating with the customer to ensure prompt delivery
- Communicating with shipping service companies, escalating order issues, liaising with delivery depots/drivers on collections and ensuring delivery standards are met
- SDCF and third-party web page & stock upkeep (e.g. Amazon)
- Overseeing the booking of shipments via Royal Mail, DPD, DX, etc
- Using card payment systems to take payment and issue refunds when needed
Teamwork
- Co-ordinating staff to assist in assembly of products and fulfilment of orders
- Overseeing basic safety training of new staff involved in fulfilment
- Providing training in product assembly and order fulfilment when needed
- Coordinating with other staff members in response to orders received ie. fresh chillies to pick, plants to pack, priorities on labelling
Stock Control
- Working with the OM to maintain working levels of stock available
- Manage SDCF website stock levels for bought in goods (Chilli Focus, books, etc)
- Overseeing weekly checks on low stock levels for online and wholesale goods, communicating low stock items with the OM for re-order
Reporting
- Regular reports to the OM on fulfilment issues / progress
- When the OM is not present on site, the COCO will contact the appropriate director with regards to urgent issues
Customer Engagement
- New customer “onboarding” (e.g. brochure, price list, POS)
- Ensure customer service is maintained to the highest standard
- Building and maintaining relationships with new & existing trade customers by providing excellent pre-sales and after-sales support
- Sending samples or brochures to new prospects
- Manage enquiries from retail customers professionally
Business Development
- Identify and communicate wholesale opportunities to the directors
- Proactive and reactive wholesale business development, from initial prospecting to after-sales follow up (e.g. calling customers who haven’t ordered for a long time, calling new delis/farmshops to offer product brochure, calling new customers to see how the products have been received)
- Managing the orders@ email account, responding to queries and redirecting where appropriate
Accounting Tasks
- Entering wholesale orders into Xero
- Issuing wholesale invoices to customers when requested
- Withholding orders for overdue accounts & requesting a payment date, escalating any queries to the OM
Job Types: Full-time, Permanent
Pay: From £12.75 per hour
Expected hours: 40 per week

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking
• Store discount

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Kingsbridge: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Are you willing to work in a Warehouse environment?
• Are you willing to work in a fast paced environment?

Work Location: In perso

Please refer the Job description for details