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E-Commerce Team Leader - London

Employer
Planet Organic
Location
Westbourne Grove, London
Salary
£11 per hour
Closing date
20 May 2021

Job Details

Job title: Team Leader, E-Commerce

Reports to: Ecommerce Operations Manager

Direct reports: E-Commerce Team Members.

Job purpose 

This role is a direct support to the Service and Deliveries Managers and deputises in their absence. This person ensures that team accurately pick all E-commerce orders accurately and that orders are fulfilled within our service level agreement. This person supports the Customer Service Administrator when on leave and also needs to be flexible with shift pattern.

Job Requirements

Deliverables

Teamwork

  • Supports the Manager in hiring good quality people for the team.
  • Works to a high standard and encourages the team to do so.
  • Encourages positive relations in the team and with the store and other stores.

Product Knowledge

  • Ensures that you and your team have a good knowledge of products in store, new promotions and new lines.
  • Ensures the team completes health and safety, statutory and product knowledge training such as Silver and Gold to deadlines required.
  • Set and maintain high standards of product knowledge throughout the team by allocating time for training.
  • Make sure the whole team is able to describe the benefits of organic and natural products.

Customer Service

  • Ensure the team adheres to our Service Level Agreement of a turnaround 2 with a maximum of 3 days from order.
  • Ensure the Deliveries team are supporting the Customer Service Administrator in answering the phone when that person is unavailable.
  • Support the CSA in dealing with any customer complaints quickly and efficiently.
  • Review the mystery shop reports with the Service and Deliveries Manager to ensure that feedback is given to the team.
  • Encourages the team to answer the phone promptly and politely.

Perfectly Done

  • Ensure that Street Stream orders meet the required turnaround time.
  • Responsibility for ensuring Click and Collect orders are picked and transferred to the relevant stores.
  • Orders all packaging.
  • Ensure that departmental targets and objectives are met
  • Ensuring the smooth transfer of internal deliveries between Planet Organic stores.
  • Ensure the team operates the till systems competently; correctly accept cash/cards/vouchers and returned goods in line with company policy.
  • Sorting out courier issues 
  • Helping Courier companies collect Parcels
  • Support the Service and Deliveries Manager in:
  • Keeping the deliveries area clean and tidy at all times.
  • Ensure Out of Stocks are flagged to the relevant Duty Manager.
  •  Ensure orders, deliveries and refunds are processed correctly in line with company guidelines.

Leadership

  • Deputises for the Service and Deliveries Manager when that person is on holiday.
  • Supports the Service and Deliveries Manager in:
  • Coaching, developing and performance managing the team.
  • Motivating the team to achieve departmental objectives.
  • Effectively communicating goals and objectives to the team.
  • Attending and completing relevant training.
  • Completing probation and performance reviews for the team.
  •  Dealing with absence and timekeeping issues.

Person specification

  • Good supervisory skills with the ability to give feedback and motivate the team. 
  • Confidence in dealing with IT systems in order to manage and liaise with our developers in enhancing our website is important. We use Magento and SagePay.
  • Excellent interpersonal skills in order to deal with customer service issues.
  • Great organisational skills are key to ensuring that deliveries are being handled efficiently to our customers and to our stores.
  • Knowledge of organic food is advantageous.

Company

When Planet Organic opened its doors in 1995, it was Renée Elliott's dream to offer the best and widest range of organic foods available, and her mission to promote health in the community and to bring a sense of discovery and adventure into food shopping.


Fast forward to 2018 and we currently have 7 stores in London with over 300 employees.

The simple truth is that foods should be natural and wholesome. We advocate that food be authentic and ethical, freshly prepared and tasty – not a mere convenience.  We believe in ethical and sustainable farming and place great emphasis on the provenance of all our products. .   At Planet Organic you’ll find nutritious, seasonal and organic food with the goodness intact. You’ll find wide ranges of natural health foods suitable for all speciality diets, as well as a ground-breaking raw foods range.


We hope that you find inspiration, excitement and good health from the food you eat and learn, like us, that to eat well is to live better.

Company info
Mini-site
Planet Organic
Telephone
02072217171
Location
42 Westbourne Grove
London
Greater London
W2 5SH
GB

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