Retail Operations Assistant

1 week ago

Auckland City, New Zealand Deadly Ponies Full time

FULL TIME - 40 HOURS

We are looking for a highly organised and proactive Retail Operations Assistant to join our Head Office team. This role is essential in supporting the smooth operation of our five retail stores across New Zealand. You’ll be the behind-the-scenes powerhouse, ensuring processes run efficiently, communications are clear, and our teams are supported day-to-day.

**KEY RESPONSIBILITIES**:
PAYROLL & ROSTERING
- Manage fortnightly payroll processing and timesheet collation for all retail staff and head office.
- Work with Retail Managers to coordinate monthly rosters, ensuring adequate coverage while maintaining wage costs within budget.

RECRUITMENT & PEOPLE OPERATIONS
- Oversee recruitment admin tasks including job postings, interview scheduling, onboarding, and offboarding processes.

RETAIL COMMUNICATION & INTERNAL SYSTEMS
- Own all retail communications including weekly updates, promotional communications, policy changes, and operational notices.
- Maintain and update “The Ponyverse” (our internal platform) with relevant retail resources, processes, and announcements.

CUSTOMER SERVICE & LIVE CHAT SUPPORT
- Support customer enquiries via **Gorgias**, our live chat platform, providing helpful, friendly, and timely support that reflects our brand voice and values.
- Manage the **Aftersales process** via live chat, keeping customers informed of timelines, pricing, and resolving any post-purchase queries with care and efficiency.
- Provide monthly reporting on live chat activity, summarising key metrics, trends, and opportunities to improve the customer experience.

REPAIRS & AFTERSALES
- Manage the end-to-end **aftersales repair process**, ensuring all cases are assessed and actioned efficiently and in line with the weekly repair cycle.
- Assess returned products (e.g. bags) for repair eligibility, provide accurate quotes, and communicate clearly with customers throughout the process.
- Liaise with external repair agents and coordinate the flow of items to and from service providers.
- Oversee all repair needs from a head office level, ensuring spare parts are available, timelines are met, and standards are upheld.
- Maintain clear records and provide **monthly reporting** on repair volumes, turnaround times, customer outcomes, and key insights.

ONLINE & WHOLESALE ORDER SUPPORT
- Assist with the pick and pack of online and wholesale orders during peak times or as needed.

**YOU WILL BRING TO THIS ROLE**:

- Strong organisational and communication skills.
- Experience in retail or operations support roles preferred.
- Confident working with payroll and rostering systems.
- Tech-savvy with a proactive approach to internal systems and communication platforms.
- Detail-oriented with a knack for solving problems and streamlining processes.
- A team player who thrives in a fast-paced, collaborative environment.

**THE BENEFITS**:

- A supportive, collaborative, close-knit team environment.
- A business focused on personal growth, with quarterly team planning days and performance reviews.
- A modern, centrally located Auckland office - easy parking.
- A fun social club with regular team events.
- Staff discounts on all Deadly Ponies products.
- A company you can be proud of: We are B-Corp Certified, Zero Waste Certified and Living Wage Accredited.

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