Role Summary:
The Operations Assistant is a dynamic and varied role, offering the opportunity to gain hands-on experience across all areas of the business. Reporting to the Operations Lead Manager, you will work closely with internal teams, external stakeholders, and customers to support the smooth running of day-to-day operations.
A key part of the role involves providing excellent customer service, ensuring orders are processed accurately and efficiently using Sage, and supporting the overall order-to-delivery cycle. This role requires strong communication skills, being methodical in task execution, and a proactive approach to problem-solving and continuous improvement.
The role is Full Time and based in our production site in Keynsham.
Job Responsibilities:
* Greet and induct visitors following site protocols.
* Respond to customer queries via phone and email.
* Handle complaints, forward messages to relevant departments and provide timely and accurate follow-ups until resolution.
* Process Sales and sample orders, allocate finished goods in Sage, manage BBE dates and apply FIFO principles.
* Handle Sales orders updates, coordinate with customers, internal teams, and logistics partners to ensure timely deliveries.
* Report product shortage to Operations team to achieve customer specific requirements.
* Process Sales orders returns, Amazon returns and credit notes.
* Raise Purchase orders for raw materials and consumables according to monthly demand, using approved suppliers.
* Follow up with suppliers to ensure relevant product and supplier approval documents are made available to technical department.
* Handle Purchase orders updates, coordinate with suppliers, internal teams, and logistics partners to ensure timely deliveries.
* Monitor and action product damages, rejections and ensure compensation from suppliers or hauliers.
* Accurately help keep stock control systems, Sage, and internal reports up to date
* Raise invoices and email relevant departments and customers.
General:
* Adhere to company policies and procedures at all times.
* To promote and encourage use of documented procedures (i.e. documented policies, procedures, instructions, recipes, etc.).
* To support the development of a positive food safety culture and brand integrity.
* Ensure that all work carried out as planned so it can meet the requirements of: (i) the customer, (ii) the legal requirements, (iii) food safety and quality standards (e.g. BRCGS)
* Maintain a clean, tidy, and organized work environment.
* Review issues, report on actions taken and ensure changes to procedures etc. are made when required.
* Contribute to the development and maintenance of the documented quality management system.
Required Skills & Experience:
* Excellent written and verbal communication skills and professional telephone manner, with a strong focus on delivering outstanding customer service.
* Proactive and solutions-driven self-starter, able to identify process improvements and contribute new ideas.
* Highly organised, with the ability to prioritise a diverse workload and meet tight deadlines without compromising quality.
* In-depth understanding of the end-to-end order fulfilment process, including order entry, processing, invoicing, and dispatch.
* Skilled at managing multiple tasks and adapting to changing priorities in a fast-paced operations environment.
* Remains calm and professional under pressure, with a consistent focus on service quality and operational accuracy.
* Confident working both independently and collaboratively within cross-functional teams
What You can Expect:
* Competitive Remuneration
* Pension Contribution
* Life Cover
* Parking on-Site
* Employee Discount on all Naturya Products
* Part of a dynamic and growing team
* Future Career progression opportunities.