Offline Sales Support Administrator

Permanent, 37.5 Hours, Melmerby, North Yorkshire, Competitive Salary

The Offline Sales Support Administrator role involves processing offline orders, ensuring a timely and accurate delivery with a high standard of customer care.

This role involves working closely with internal departments – working collaboratively to deliver offline orders to a high standard and also to support achieving improvements and efficiencies aligned to business objectives and results. This role is fully responsible for all offline sales processing and reports to the Offline Sales Support Supervisor.


Responsibilities will include but not be limited to:

  • Processing offline sales orders received via telephone and email accurately and within SLA’s using our systems.
  • Have a detailed understanding of internal processes, requirements for different products and brand knowledge to enable a high standard or order processing, delivery, customer care and sales opportunities.
  • Preparation of orders ahead of moving to assembly (e.g. mass fulfilment assignments.
  • Liaise effectively and accurately with customers, handling queries and delivery requests in a professional manner and according to agreed standards.
  • Liaise with Supervisor and other internal departments to resolve and respond to order processing queries, working quickly to identify and resolve problems at the root cause.
  • Arrange delivery to customers as agreed and ensure accurate information is provided to Warehouse Teams including despatch labels and delivery documentation.
  • Log returned parcels and organise the order to be re-sent if necessary, as agreed with the customer.
  • Provide administration support and commitment to complying with audit standards (BRC).

What competencies and skills are required?

The ideal candidate would have:

  • GCSE’s in English and Maths grade B/7 or equivalent.
  • Experience of working in an administration role.
  • Ability to think and work in a methodical manner to get desired outcome.
  • Ability to work under pressurised environments whilst maintaining a calm manner.
  • Ability to use Microsoft Office (Outlook, Word, Excel) to a good standard, including the ability to use formula’s on Excel.
  • Ability to work with challenging situations and make changes quickly and effectively to ensure a satisfactory resolution.
  • To be detailed driven and have an organised approach to work.
  • Ability to manager own workload relating to deadlines.
  • Ability to work independently and manage time.
  • Excellent communication and customer service skills.
  • To have a positive can do approach.
  • To be a team player with the ability to work unsupervised