Order Administrator

Order Administrator

Manchester

The world is noisier than ever with millions of brands competing for seconds of attention but how do we at Brand Addition stand out We add heart and soul to goods and gifts that build brand love. We add purpose to products that spread more joy and less junk. We add emotion to everyday items that inspire connection. When you only have a second to make an impression adding what matters makes every moment count.

Brand Addition is a fullscale creative merchandise agency that helps global brands build culture awareness and meaningful connections. We extend our client values in thoughtful sustainable globally conscious ways to create branded moments that people love. What we do today can determine what kind of place that will be.

In an industry of excess we will lead through sustainability to generate wellbeing for generations to come. We will continue to build amazing products while strengthening careers and client relationships. Here at Brand Addition we work across oceans and continents to build a better brighter future for our partners our people and our planet.

Responsibilities:

To process incoming customer orders via web or email

o Check billing information / PO is correct and matches system.

o Check prices including carriage duties & taxes to protect margin working with customer on amendments/cost approvals where relevant.

o Update customer on due dates/stock delays offering alternative items where appropriate.

o Updating order notes at each stage with anything relevant to the order.

o Send to pick within SLA (within 4 hours of processing to enable WH to despatch same day / next day)

o Minimise double despatches where possible to protect margin.

o Notify the inventory team when a large order is received which depletes the stock to trigger quick replenishment if required.

Respond to incoming customer enquiries via email telephone or chat working within SLA 4 hours) to acknowledge/respond. Maintain high levels of customer service.

Follow up activity to support customers including but not limited to:

o Liaise with customers on missing or delayed goods and deliveries working with carriers/warehouse on resolution/corrective actions.

o Providing parcel tracking information/ POD.

o Manage customer complaints including investigation escalation & /issue resolution seeking advice where required.

o Log customer complaints on complaints database.

o Arrange collections/provide returns instructions.

o Raise credit requests for faulty / damaged/missing items with approval from Team Leader.

o Escalate any issues or queries to Account Manager Team Leader as appropriate.

Manage related administrative tasks including but not limited to:

o Monitor returns spreadsheet for selected clients logging any returned goods in BASYS notes and follow up steps (credits / reshipment / customer contact).

o Orderbook management ensuring orders are correctly dated sent pickable as soon as possible.

o Invoice query resolution working with finance team and disputes database.

o Calculate or request shipping costs for clients using the calculator tool / reaching out to shipping team.

o Interdepartment liaison as required from warehouse logistics through to finance inventory or web & IT teams.

o Complete all mandatory training on Academy as required.

o Support training of colleagues being inducted into the business.

Embracing diversity equity and inclusion within Brand Addition developing an awareness and appreciation of DEI

Additional ad hoc tasks may be required at times dependant on the needs of the business.

Requirements:

Computer literate

Organised able to prioritise

Flexible

Personable

Communicates clearly in writing and verbally

A keen eye for attention to detail is paramount.

A minimum of 1 years experience in an adminbased role.

Determination and drive to exceed expectations.

Resilience and innovation when overcoming challenges with energy enthusiasm and a determination to succeed.

Excellent interpersonal and communication skills effective communication with stakeholders internally and externally.

Ability to build trusting and collaborative relationships.

What you can expect from us:

Culture:

Brand Addition may be fast paced but its a fun and friendly place to work. We have a big footprint globally but remain personal and transparent with an adult led culture. You can expect quality and value to be built into everything we do. Youll have the support of a close network of colleagues and managers and every day is different here! We want you to bring your personality to work and we love our diversity.

Reward and recognition:

Its not just our customers we want to wake up with a smile on their face. As well as a competitive salary we also offer: Global Development and Secondment Opportunities Flexible Working Early Finish Friday A Day off for your Birthday Contributory Pension Scheme Life Assurance Great Holiday Scheme Bonus Scheme Sickness Scheme Fruity Tuesday Monthly GetTogethers Cycle to Work Scheme Maternity Incentives to name a few.

Career and development:

We want you to develop your career with us and well support you every step of the way to help you reach your goals. You can expect to have full induction and training relevant to your role as well as a mentor within the team to help you along the way. We advertise all our vacancies internally and there are lots of ad hoc project opportunities to get involved in locally and globally too!

Required Experience:

Unclear Seniority