Position Description - Online Sales Dispatcher

Applies to: all Noel Leeming team

Overview

To provide excellent customer service via the optimisation of delivery for Online Purchases. To manage the inwards and outwards goods function for the online stores by sourcing product from the network and dispatching to customers in a timely manner.

Our Way

‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.

• Strive Our standards are high yet daily we strive to exceed them.

• Passion Passion is the heart of everything we do.

• Integrity We do the right thing.

• Respect Respect for all guides our actions and decisions.

• Innovation We provide innovative end-to-end solutions.

• Teamwork  We work together to achieve our goals.

Nature and Scope of Role

This position forms part of the Store Team and reports to the Store Manager on a daily basis.
The Online Sales Dispatcher will be aware of the competitive and customer oriented nature of the work to be undertaken and will appreciate the necessity for maintaining and improving upon Noel Leeming Group Limited’s market position. The Company is committed to excellent customer service and to achieving its set targets. The Company will support and train the Online Sales Dispatcher to be able to deliver excellent customer service and to achieve targets. In return, the Online Sales Dispatcher must be conversant with the key Company systems, policies and procedures.

The role will require the Online Sales Dispatcher to, on occasion, oversee other staff to ensure inwards and outwards goods are handled to the pre-defined standard and to ensure deliveries are coordinated in an efficient manner.

The Online Sales Dispatcher will conduct themselves in a professional manner at all times to ensure that the professional image of the Company is projected at all times. Part of the Company’s professional image is to provide a Online Sales Dispatcher with a Company uniform which is required to be worn during business hours and at all official Company functions (e.g. training sessions) and supplier events.

The Online Sales Dispatcher may also be required to drive a Company vehicle to undertake deliveries and other Company business. All Company vehicles must be driven lawfully and in a courteous and safe manner at all times. At least a Restricted Driver’s Licence is required in order to drive company vehicles and the employee must abide by any restrictions and endorsements of their licence.  In order to drive company trucks and forklifts, the appropriate licence endorsement is required.

All employees of Noel Leeming Group Limited must adhere to safe work practices as determined by the Company’s Health and Safety Policy.

Key Responsibilities/Accountabilities

• To provide excellent customer service to both internal and external customers

• To follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls

• To ensure that all items for dispatch are packaged according to the set standards and entered onto the AS400 computer system on a real time basis

• To ensure the accuracy of contents for each despatched item

• To monitor the store transfer (TT) report on a daily basis, and ensure transfer requests are fulfilled by supply stores.

• To ensure that all packing slips are stamped and that freight forwarders or couriers sign the Company documentation

• To complete and process all transfer requests related to online orders.

• To maintain the courier register on a daily basis and add courier tracking information into the AS400

• To maintain the pending register on a daily basis in conjunction with administration staff

• To assist with reconciliation of weekly reports as required to maintain optimum customer service

• To ensure that all security standards are met

• To comply with all Company Health and Safety standards and ensure that all work practices and the work environment are kept safe

Personal Competencies

• Demonstrate emotional maturity at all times

• Demonstrate a customer service focus

• Be able to develop long term relationships both internally and externally, based on trust, confidence and mutual respect

• Display high levels of positive energy and a passion for the job

• Think in a focused, analytical and detailed manner

• Demonstrate a high level of professionalism, including standard of dress and demeanour

• Display high levels of accuracy

• Be honest and ethical with customers and fellow colleagues at all times.

• Have high levels of initiative

• Be able to self organise, plan and prioritise effectively

• High levels of computer literacy

• Be able to make decisions and think in a focused, analytical and detailed manner

The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.

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