Operations & Office Administrator

Pachamama Knitwear | Thorpe Arch Trading Estate, LS23 7FA

Pachamama is a knitwear wholesaler with a growing digital retail business located in beautiful Wetherby, Yorkshire. We are a friendly small business that has been designing and selling woollen goods for over 30 years. Most of our products are manufactured in Nepal from 100% natural wool and our designs are unique and expressive.

We are proud members of BAFTS (The British Association for Fair Trade Shops & Suppliers) and have charity partnerships with WWF and Net4kids.

This is a hands-on, varied role at the heart of a small team. You'll help keep the business running smoothly day-to-day by:

• processing orders and raising invoices accurately
• answering phones and supporting customers quickly and professionally
• supporting stock control, quality checks, and seasonal packing/returns in the warehouse
• helping keep online content accurate and up to date

If you like variety, ownership, and being apart of a small team, then you'll love it here.

• Process customer purchase orders and create sales orders accurately
• Raise invoices and any related paperwork (e.g., credits/adjustments where required)
• Keep customer accounts up to date and ensure orders move smoothly from order dispatch invoice
• Maintain clear, organised records (digital and/or paper-based)

• Act as a first point of contact for many customers
• Answer incoming phone calls and respond to emails promptly and professionally
• Provide order updates, resolve queries, and follow through until issues are closed
• Escalate more complex issues to the appropriate team member when needed

• Support stock control and help coordinate stock levels with the warehouse team
• Assist with quality control checks on goods
• Process customer returns (booking in, checking condition, coordinating next steps)
• Seasonality (important to know):
• November-December: most work is packing retail orders
• December-February: most work is processing returns

• Help keep the website and online channels accurate and up to date (e.g., product information, availability, basic updates)
• Suggest improvements to systems, admin processes, customer experience, and/or digital growth

• Work collaboratively in a small team and pitch in where needed
• Follow health & safety procedures (especially in the warehouse environment)
• Handle customer and business information appropriately and confidentially

• Strong verbal and written communication (you'll be speaking to customers every day)
• Organised and able to prioritise multiple tasks
• Comfortable using Word, Excel, Sage 50 Accounts (stock and invoice system) and Outlook (and generally confident with computers)
• A proactive, positive "can-do" approach and willingness to learn

• Experience with order processing, invoicing, admin, or customer service
• Interest/knowledge in any of: SEO, digital marketing, ecommerce, design, or technology
• Experience in a small business environment (where roles are naturally varied)

• Friendly, relaxed small-business culture
• Casual dress code (jeans and t-shirt are the norm)
• Free tea and coffee