The Fulfilment Manager (FM) is responsible for the fulfilment of online retail and wholesale orders received by the South Devon Chilli Farm and ensuring that service level agreements are met consistently, and reporting on statistics to the senior management team. The FM is primarily an administrative role but will involve hands-on packing support on a regular weekly basis, so the candidate should not be afraid to get their hands dirty in a fast-paced warehouse environment.
In addition to the primary tasks, the FM will work towards continual improvement within the business through ongoing review and optimisation of the fulfilment processing operation. The role will take end-to-end ownership of fulfilment workflows identifying efficiency improvements, working closely with the Operations Manager (OM) to agree, prioritise and implement changes to support business growth.
Over time, new responsibilities may be added to the FM role by the directors as the business evolves. The FM will have day-to-day team leadership responsibility for a Packing Assistant as we all as any temporary packers during busy periods.
The FM will report directly to the OM. The FM will keep regular hours with some overtime potentially required during April/May and November/December as our busiest fulfilment periods.
Areas of Responsibility
· Fulfilment (retail and wholesale)
· Teamwork
· Stock Control
· Reporting
· Customer Engagement
· Accounting Tasks
· Business Development
Fulfilment:
- Take full ownership of the fulfilment workflow and identify and discuss efficiency improvements with the OM to agree, prioritise & implement changes
- Processing of daily orders for packing assistant to meet collection deadlines
- Identifying and resolving order discrepancies before dispatch
- Carrying out retail and wholesale order fulfilment – all confirmed orders are the ultimate responsibility of the FM
- Secondary check for all B2B orders before dispatch ensuring full compliance with customer guidelines
- 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
- Liaison with third party fulfilment agencies (Choice Fulfilment) to ensure stock levels are maintained
- Booking of shipments via courier and haulier using 3rd party systems as required
- Using card payment systems to take payment and issue refunds when needed
- Manage fulfilment on 3rd party systems ie. TikTok to ensure all orders are processed and dispatched in line with service requirements
Teamwork:
- Coordinating staff to assist in fulfilment of orders & managing staff resource
- Overseeing basic safety training of new staff involved in fulfilment
- Providing training in order fulfilment when needed
- Coordinating with other staff members in response to orders received ie. fresh chillies to pick, plants to be sent, priorities on labelling
- The FM will be on the staff cleaning rota for communal areas
- The FM will be expected to chip in to other parts of the business during busy periods as necessary
Stock Control:
- Ensure stock levels are maintained across South Devon Chilli Farm storefront & 3rd party sites
- Weekly checks on low stock levels for online and wholesale goods, communicating low stock items with the OM for production/ordering
- Cross check delivery notes against received items for fulfilment materials
- Ensure fulfilment materials are stored appropriately by working with the Warehouse Co-ordinator
Reporting:
- Regular reports to the OM on fulfilment issues / progress
- When the OM is not present on site, the FM will contact the appropriate director with regards to urgent issues
- Keep accurate dispatch records for SALSA requirements & support OM with paperwork for SALSA audits
- Managing the Amazon interface as well as any other marketplaces that SDCF joins over time (Tiktok shop, Etsy, Faire etc)
- Tracking and reporting on refunds and resends in conjunction with Admin team
Customer Engagement:
- Ensure customer service is maintained to the highest standard across your department
- Building and maintaining relationships with new & existing trade customers by providing excellent pre-sales and after-sales support
- Work with the admin team to solve relevant customer queries
Accounting Tasks:
- Issuing wholesale invoices to customers when requested
- Withholding orders for overdue accounts & requesting a payment date, escalating any queries to the OM
Business Development:
- Identify and communicate wholesale opportunities to the directors and Business Development Co-ordinator
- Thinking with a commercial head at all times to look for business opportunities
Skills required:
- Highly organised
- IT literate, confident user of spreadsheets and software packages – knowledge of Xero and Shopify a distinct advantage
- Calm under pressure
- Good communicator with colleagues and customers
- Comfortable with line management responsibility for another person(s)
Pay: £29,536.00 per year
Benefits:
- Employee discount
- Free parking
- On-site parking
Work Location: In person
