About the Role
We're looking for an experienced and motivated Web Sales Team Leader to lead our busy online order fulfilment operation.
This is a hands-on leadership role where you'll oversee the day-to-day running of our Web Sales team, ensuring customer orders are processed accurately, dispatched on time and delivered efficiently. You'll work closely with our Warehouse Manager, E-commerce team and delivery partners to ensure a seamless customer experience while supporting and developing your team.
If you have experience leading a fulfilment, logistics or ecommerce team and thrive in a fast-paced environment, we'd love to hear from you.
What you'll be doing
As our Web Sales Team Leader, you'll be responsible for leading the daily operation of our online order fulfilment function. Your responsibilities will include:
- Leading, motivating and supporting the Web Sales team to achieve daily targets.
- Planning workloads and allocating tasks to ensure customer orders are fulfilled efficiently.
- Overseeing the processing, picking and dispatch of customer orders, ensuring accuracy and timely despatch.
- Monitoring incoming orders throughout the day and adjusting team priorities where required.
- Coordinating deliveries across DHL, Furdeco and our local delivery fleet to maximise efficiency.
- Managing courier bookings and ensuring all shipping labels and despatch documentation are completed accurately.
- Reviewing delivery manifests, including weight and CBM calculations, to ensure accurate transport planning and delivery charges.
- Monitoring daily order completion and manually dispatching outstanding local deliveries where required.
- Managing replacement orders and returned goods, working closely with the Warehouse Manager.
- Investigating delivery issues and liaising with courier providers to resolve problems quickly.
- Monitoring courier performance and identifying opportunities to improve delivery efficiency.
- Working collaboratively with the Warehouse Manager and E-commerce team to ensure smooth day-to-day operations.
- Supporting customers and resolving escalated delivery or order enquiries.
- Producing operational reports and monitoring key performance indicators.
- Identifying opportunities to improve fulfilment processes and customer service.
- Coaching, training and developing team members while supporting attendance, conduct and performance management.
What we're looking for
You'll have:
- Previous experience within an ecommerce, web sales, order fulfilment, logistics or warehouse environment.
- Experience leading or supervising a team.
- GCSE Maths and English (Grade C/4 or above), or equivalent.
- Strong IT skills, including Microsoft Office.
- Excellent organisational and planning skills.
- Strong problem-solving abilities and attention to detail.
- The ability to prioritise workloads within a fast-paced environment.
- Excellent communication and interpersonal skills.
- A customer-focused approach with a commitment to delivering excellent service.
What you'll bring
We're looking for someone who:
- Leads by example.
- Is highly organised and able to prioritise effectively.
- Remains calm under pressure.
- Takes ownership and accountability.
- Builds positive relationships across departments.
- Supports and develops others.
- Is proactive and solutions-focused.
- Continuously looks for ways to improve processes and performance.
Why join Ruxley Manor?
As one of the UK's leading garden centres, we're passionate about delivering an exceptional experience both in-store and online. Joining our team means becoming part of a friendly, supportive business where you'll have the opportunity to make a real impact and help shape the future of our growing ecommerce operation.
If you're an organised leader with a passion for ecommerce, logistics and customer service, we'd love to hear from you.
Pay: £14.40 per hour
Benefits:
- Additional leave
- Childcare
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Work Location: In person
