CUSTOMER SERVICE & WAREHOUSE ASSISTANT
THE ROLE
As a Tubby Tom’s Warehouse Assistant, you’ll be a key part of the team at Tubby Tom’s HQ, working alongside the Warehouse Supervisor and wider team to manage the goods coming into and going out of the business.
This is a hands-on, physical and varied role in a busy, growing food business. One minute you could be packing a mountain of hot sauce orders, the next moving pallets, receiving a delivery, helping a customer choose their next favourite sauce or making sure our inventory system accurately reflects what is actually sitting on the shelves.
We’re looking for someone who is super organised, accountable, switched-on and damn near eagle-eyed at spotting the details. You’ll be working closely with our digital inventory management system, so confidence using computerised systems is essential. You’ll need to understand that accurate stock information is fundamental to the whole business — what we have and where it is.
We want someone who thinks ahead rather than simply waits for instructions. Someone who notices that we’re running low on stock before it becomes a problem, spots a stock discrepancy and investigates it, sees a messy area and sorts it out, and asks, “What can I do to make this work better?”
You’ll also be an important part of the Tubby Tom’s customer experience. Our customers are what keeps us alive, and maintaining our 100% customer satisfaction is hugely important to us. Whether you’re dealing with someone face-to-face, responding to an email or packing an online order, we want every customer to feel like they matter.
This is a physical warehouse role, so you’ll need to be comfortable being on your feet, lifting and moving stock, loading and unloading deliveries, moving pallets and generally getting stuck in. On busy days there can be a serious amount of hot sauce to shift, so this isn’t a role for someone looking to sit behind a desk all day.
You’ll work closely with the Production Kitchen under the guidance and standards set by the Company Directors and Unit Management, while helping us keep Tubby Tom’s HQ organised, efficient, safe and ready for the next big order.
YOUR RESPONSIBILITIES
WAREHOUSE & INVENTORY
- Work alongside the Warehouse Supervisor to manage goods coming into and going out of Tubby Tom’s HQ.
- Use our digital inventory management system accurately and confidently to record, monitor and manage stock.
- Maintain accurate stock records and investigate discrepancies or unexpected stock movements.
- Assist with monitoring sellable stock levels both on the warehouse shelves and online.
- Think ahead about stock requirements and communicate potential shortages before they become a problem.
- Process both website and wholesale customer orders through their separate order systems and create accurate, workable picklists.
- Take daily responsibility for accurately picking, packing and dispatching website and wholesale orders within our service-level targets.
- Process customer collections through the relevant courier and order portals.
- Pack orders to a consistently high standard, ensuring customers receive the correct products, quantities and information.
- Receive, code in, record and safely store warehouse supplies.
- Assist the Warehouse Supervisor with managing warehouse sundries including boxes, packaging, labels, tape and other supplies.
- Receive and check deliveries, reporting faulty, damaged or incorrect goods to management.
- Assist the Production Team with kitchen deliveries when required.
- Accurately label, batch code and date-label products received from the Production Kitchen, ensuring they are completed to the point of saleability.
- Complete relevant labelling and traceability paperwork.
- Rotate stock using the oldest stock first principle.
- Ensure all stock is stored in a safe, logical, practical and accessible manner.
- Keep the warehouse clean, organised and operational at all times.
- Ensure waste and rubbish are disposed of correctly.
ORDERS, COURIERS & CUSTOMER SERVICE
- Process website and wholesale orders accurately and efficiently.
- Liaise with all postal and courier services used by Tubby Tom’s.
- Compare delivery options and postal service quotes where appropriate, particularly for orders over 2kg.
- Monitor customer-facing email accounts and assist with resolving website and wholesale customer enquiries.
- Process customer feedback, refunds and order issues professionally and efficiently.
- Greet visitors to Tubby Tom’s HQ in a friendly and professional manner.
- Assist customers who visit the unit to purchase products directly.
- Help customers understand our products and make confident recommendations.
- Share recipe ideas, serving suggestions and product knowledge to help customers get more from their purchases.
- Help create a customer experience that turns first-time buyers into lifelong Tubby Gang members.
- Maintain our commitment to 100% customer satisfaction by taking ownership of problems and seeing them through to a positive resolution.
GIFT VOUCHERS & BBQ COURSES
- Accurately record all gift vouchers purchased both in person and through the website.
- Maintain corresponding gift voucher and BBQ course registers.
- Assist customers with BBQ course-related enquiries where required.
VISITORS, EVENTS & GENERAL SUPPORT
- Ensure all visitors to Tubby Tom’s HQ, including contractors, business visitors and event attendees, complete the required signing-in and signing-out procedures.
- Attend on and off-site markets, events and in-store tasting days when required.
- Represent Tubby Tom’s professionally and enthusiastically when working away from HQ.
- Assist with other reasonable tasks required by the business.
- Complete training as and when required.
- Work flexibly with the wider Tubby Tom’s team to help keep the business moving.
WHAT WE’RE LOOKING FOR
We’re looking for someone who:
- Has excellent attention to detail and takes pride in getting things right.
- Is confident using computers and digital systems and is willing to learn our inventory management system in depth.
- Understands the importance of accurate stock control and data.
- Is accountable and takes ownership of their work.
- Is naturally organised and able to prioritise when things get busy.
- Is forward-thinking and looks for ways to improve how things are done.
- Can work quickly without allowing standards or accuracy to slip.
- Is physically capable and comfortable lifting, moving and handling stock, boxes and pallets.
- Is reliable, punctual and prepared to get stuck in.
- Has a professional, confident and friendly manner with customers.
- Enjoys talking about food and is enthusiastic about our products.
- Can work independently but also understands that we win as a team.
- Isn’t afraid to ask questions, make suggestions or point out something that could be done better.
- Wants to be part of a growing independent business and genuinely help us push Tubby Tom’s to the next level.
TUBBY TOM’S VALUES
COMMUNICATION
We communicate with each other respectfully and professionally. We share useful information, support one another, improve techniques, seek effective solutions and communicate problems before they become bigger problems.
We are constructively open with each other and respect honest feedback.
ENABLING MAXIMUM OUTPUT
We complete our tasks well and with enthusiasm. We set ourselves continuously evolving goals, communicate effectively and work together to achieve common goals.
We are receptive to new ideas and continuous improvement. We see change as an opportunity to push ourselves, improve the business and find better ways of doing things.
PROGRESSIVE VALUES
We are respectful and progressive.
We are anti-racist, anti-xenophobic, anti-misogynistic, anti-ageist, anti-ableist, anti-homophobic and anti-negativity.
Everyone should feel welcome, respected and able to be themselves at Tubby Tom’s.
TUBBY TOM’S AS A LIFESTYLE BRAND
We are all Tubby Tom’s brand ambassadors.
We understand and participate in the Tubby Tom’s vision. We take pride in the environment we create, the products we make and the way we interact with customers, visitors, suppliers and each other.
Every interaction is an opportunity to leave someone with a positive opinion of Tubby Tom’s — whether that’s someone buying a bottle of hot sauce from us, collecting a wholesale order, visiting HQ or simply discovering the brand for the first time.
And ultimately, we want to make good stuff, have a good time, build something we’re proud of.
Job Type: Full-time
Pay: From £25,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
- On-site parking
- Store discount
Work Location: In person
