Experienced Online Manager

5 days ago

Hamilton, New Zealand Foodstuffs North Island Full time

New World Te Rapa are looking for a well experienced and dedicated Online Manager who is results driven, a team motivator and takes pride in delivering quality service to our customers.

**Purpose of the Online Manager Role**:
The Online Manager is required to manage, plan and organise the day-to-day running of the store’s online team and Online shopping department in accordance to best practice policies and procedures. The Online Team Leader needs to ensure all tasks are efficiently and accurately completed in a timely, professional manner thereby encouraging customers to make repeated online purchases. They are also responsible for handling all online customer enquiries/complaints and using their product knowledge and customer service skills to make sales and encourage repeat business, as well as achieving and maintaining all KPI’s.

**The Role**:

- Ensure picking, packing, processing and invoicing a customer’s order (where applicable) is completed accurately and efficiently and that “best practice” guidelines are adhered to around best before/use-by dates, weights, restricted items and appropriate substitutions.
- Ensure the reputation of the business by promoting and championing exceptional levels of customer service to online customers.
- Effectively resolve all online customer related enquiries and complaints.
- Minimise customer complaints received.
- Plan, monitor and prioritise work-flow from the start of the picking order to completion of Click ‘n Collect.
- Ensure operational delivery standards are met or exceeded including:

- Ensure pick rate, availability and good order targets are achieved
- Ensure the staging area and online equipment is clean and organised and well maintained.
- Ensure orders are labelled and checked, stored securely within the Staging Area and temperature checked within appropriate timeframes
- Ensure that all restricted goods collected by customers are ID checked as required.
- Communicate with customers to advise of out of stocks, substitutions and any other relevant information relating to their order.

**What's in it for you?**
- On the job training and support
- We will offer you job security
- Personal development
- Competitive pay rate
- Staff Discount & Perks

Previous experience is essential to be considered for the role.

In accordance with the Immigration Act 2009, you will be asked to provide evidence of your entitlement to work in New Zealand during the selection process.

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