£38000–£40000 yearly
Full-time
Warrington
A Shop Supervisor in an online retail e-commerce business plays a crucial role in ensuring smooth operations, customer satisfaction, and efficient team management. Below are the key duties and responsibilities:
1. Team Management
Supervise Staff: Oversee the performance of customer service representatives, warehouse staff, and other team members.
Training: Train new employees on company policies, product knowledge, and customer service standards.
Scheduling: Create and manage work schedules to ensure adequate coverage during peak hours.
Performance Reviews: Conduct regular performance evaluations and provide feedback to team members.
2. Customer Service
Issue Resolution: Handle escalated customer complaints and ensure timely resolution.
Quality Assurance: Monitor customer interactions to ensure high service standards are maintained.
Feedback Collection: Gather customer feedback to identify areas for improvement.
3. Operations Management
Order Fulfillment: Oversee the order processing, packaging, and shipping to ensure timely delivery.
Inventory Management: Monitor stock levels and coordinate with suppliers to replenish inventory as needed.
Quality Control: Ensure products meet quality standards before they are shipped to customers.
4. Sales and Marketing Support
Promotions: Assist in implementing online sales promotions and marketing campaigns.
Product Listings: Ensure accurate and appealing product descriptions and images on the e-commerce platform.
Sales Analysis: Analyze sales data to identify trends and recommend strategies to boost sales.
5. Technology and Systems
Platform Management: Oversee the functionality of the e-commerce platform, ensuring it is user-friendly and up-to-date.
Data Security: Ensure customer data is handled securely and in compliance with data protection regulations.
System Troubleshooting: Address technical issues related to the e-commerce platform and coordinate with IT support if necessary.
6. Reporting and Analytics
Performance Metrics: Track key performance indicators (KPIs) such as order accuracy, delivery times, and customer satisfaction.
Reporting: Prepare regular reports on sales, customer service performance, and operational efficiency.
Data Analysis: Use analytics tools to gain insights into customer behavior and sales trends.
7. Compliance and Policies
Policy Enforcement: Ensure all team members adhere to company policies and procedures.
Regulatory Compliance: Stay updated on e-commerce regulations and ensure the business complies with legal requirements.
8. Vendor and Supplier Coordination
Supplier Relations: Maintain good relationships with suppliers and negotiate terms to ensure cost-effectiveness.
Vendor Management: Oversee the performance of third-party vendors, such as logistics partners.
9. Continuous Improvement
Process Optimization: Identify inefficiencies in operations and implement improvements.
Innovation: Stay updated on industry trends and recommend new technologies or strategies to enhance the business.
10. Communication
Internal Communication: Facilitate clear communication between different departments (e.g., marketing, warehouse, customer service).
External Communication: Serve as a point of contact for external stakeholders, such as suppliers and logistics partners.
Key Skills and Qualifications:
Strong leadership and team management skills.
Excellent communication and customer service skills.
Proficiency in e-commerce platforms and tools.
Analytical skills to interpret sales data and performance metrics.
Problem-solving abilities to address operational challenges.
Knowledge of inventory management and order fulfillment processes.
By effectively managing these duties and responsibilities, a Shop Supervisor can significantly contribute to the success and growth of an online retail e-commerce business.
