Dispatch Manager

This is very much a ‘hands on’ management role within a busy mail order department. It incorporates several crucial elements and processes and is integral to delivering the high standards, ethos and first-class customer serviceof Grasmere Gingerbread®. Key responsibilities include ensuring the efficient operation and execution of the daily operational dispatch of domestic/international parcels to acute/rolling deadlines and to pro-actively and supportively manage the team to deliver ‘the above’ effectively and efficiently.

It is a position that demands an understanding and appreciation ofthe internal and external demands upon Grasmere Gingerbread®.

Meeting these consistently has enabled the business to establish and maintain a global reputation for excellent customer service.

Dispatch:

• Process and execute the daily dispatch of orders.

• Organise staffing of the department enabling full operation 6/7 days a week.
• Give daily direction to the team to fulfill dispatch deadlines and meet company quality standards and customer expectations.
• Liaise with Operations Manager to further support and manage relief packers during busy periods.
• Monitor staff performance and action staff reviews in conjunction with Senior Management andcompany procedures.
• Deliver relevant staff training as and when required.

• Communicate internally and externally at all levels and formats (face-to-face, telephone, email andletter) to build and maintain excellent relationships.
• Communicate regularly (daily) with bakery to ensure mail order requirements are fulfilled.
• Communicate internally with the rest of the team as and when required.
• Provide the Finance Manager with financial information as and when required (often to legal deadlines).
• Gather and collate regular statistical mail order data for presentation to the Operation Manager,Directors & Ecommerce Manager.
• Provide regular operational up-dates for Operations Manager or, in his absence, the Directors.
• Communicate with external providers, e.g. couriers (account managers, customer support and drivers) and suppliers (where applicable) to build harmonious working relationships.
• Communicate with customers (individual/corporate) to meet the company’s ethos and standards andensure this is replicated by the rest of the team to deliver first-class customer service.
• Monitor and deal with negative issues, respond accordingly and record relevant data.
• Communicate with the Sales and Marketing Department in reference to the online shop.

• Liaise with Stock & Procurement Manager or, in their absence, Bakery/Operations Manager forstock requirements/issues.
• Maintain suitable stock levels for both saleable and consumable stock (mail order only) which takeinto account seasonal peaks and sales promotions by liaising with the Stock & Procurement Manage rand the Sales & Merchandising Manager.

• Data management and compliance with GDPR across all areas.
• Ability to operate all courier software and execute courier software updates.

• Process all relevant payments.
• Compile records of refunds and replacements for monthly submission to the Finance Manager.
• Monitor courier costs and communicate when changes/issues arise.
• Process refund claims with courier companies and keep records of these for quarterly submission to the Finance Manager.
• Alert Operations Manager or, in their absence, the Directors in the event of any payment system failures.
• Responsible for petty cash in the absence of the Finance Manager.

• Ensure complete understanding of the company’s Terms and Conditions and that they are fully adhered to.
• Liaise directly with Ecommerce Manager on any issue with website.
• Monitor and update stock on website in the absence of…