Position
Office Administrator
Department
Administration / Operations
Purpose of the Role
The office administrator supports the business with all administrative tasks, including customer service, sales order processing, and office-based support for warehouse goods-in and despatch operations. The role ensures customer enquiries, orders, and back orders are handled accurately, efficiently, and within agreed timeframes.
Key Responsibilities and Outcomes Customer Service
- Answer telephone calls promptly and politely, assisting with enquiries and escalating where required
- Build and maintain positive working relationships with the sales team and customers
- Ensure all customer enquiries received via Zendesk are responded to promptly
Order Processing
- Process all new orders received via B2B platforms, email, and telephone
- Send all processed orders to the warehouse by the end of each working day
- Ensure back-ordered items are correctly processed alongside new orders
- Liaise with the warehouse team regarding priority and urgent orders
- Provide office-based support to warehouse operations, including goods-in and despatch
CRM Management
- Maintain accurate and up-to-date customer information within the CRM system
- Manage back orders by merging duplicates and checking for required products
- Keep customers informed of the status of back-ordered products
Key Performance Indicators
- All sales orders sent to the warehouse by the end of the working day
- Zendesk inbox cleared by the end of the working day
- All customer requests actioned daily
Key Competencies
- Excellent communication skills with a polite and professional manner
- Strong organisational and multitasking abilities
- High attention to detail and accuracy
- Strong coordination between office and warehouse teams
Experience
- Minimum of one year’s experience in a customer service role
- Minimum of one year’s experience in an office administrator role
- Previous experience using a CRM system
Skills
- Highly organised
- Polite and friendly telephone manner
- Able to work independently and as part of a team
Personal Attributes
- Confident when communicating with customers
- Able to remain calm and effective under pressure
- Quick learner with strong information retention
Attitude and Culture
- Strong work ethic
- Passion for producing high-quality work
- Desire to contribute and take ownership
- Customer-first mindset