Account Manager

• Nov 2020 - Present

e-commerce, B2B & B2C fulfilment e-commerce, B2B & B2C fulfilment

Customer Services & Order Processing Manager

• Sep 2003 - Sep 2019

Managing a team of 4 people (3 Customer Services Assistants and the return Department Supervisor). Guiding, supporting and training to ensure they deliver the best customer response in a timely and efficient manner.Our customer base includes wholesalers, trade customers to individuals, handling queries at all levels from stock availability to timed and discreet deliveries. My department handles approximately 200 emails each day and an average of ten thousand order lines per month across the team.Achievements:Negotiated and implemented the use of a web interface service that optimises the customer service experience as it is also functional out of office hours. Re - organised the order flow, in agreement with the Warehouse Manager to ensure customers would be served on rolling regular basis.Primary responsibilities:With the Customer Services team being the first point of contact that anyone will have with the company, ensuring that staff are fully trained with usage of their phone handset and email software.Collecting, converting and processing of orders received electronically overnight (using EDI, Pubeasy and Cuteftp).Liaising with Warehouse Manager to ensure flow of orders through the workforce (around forty people).Working closely with Clients to ensure smooth release and supply of new titles to Wholesalers, Amazon and bookshops.Liaising with other departments and other partners to keep information up to date on database including orders tracking, promotions and setting up of title information.Reporting to the MD on the department performances. Playing an active part at trade fairs by helping in the setting up of stands and working on them as appropriate.Dealing with high volumes of incoming, emails & phone calls.

Associate Project Manager

• Jul 2014 - Jul 2017

I was given a pivotal role in implementing a new integrated enterprise business software as well as the warehouse relocation process. During the two years transition period I accomplished but not exclusively the following :- Supported the logistic operation by managing transfers between locations.- Analysed sales reports to ascertain minimum stock levels were accurately managed.- Created and supervised test schedules across departments.- identified and reported issues to developers as well as the board of directors.- Created user friendly manuals for staff to use.- Trained and wrote specific manuals for the customer services team to refer to while using one of the two screens available t accomplish the same task, including using different paths to get to the same result.- Supported and trained other departments to use new software in their daily tasks.

Health & Safety Officer

• Jun 2005 - Jun 2017

Overseeing Health and Safety for the all organisation working with colleagues and contractors to ensure employees in all departments work in a safe environment and endorse safe working practices. I have been very involved writing the company Health and Safety Policy. I now manage its updates and the circulation of them throughout the company.Achievements:Creation of a Health and Safety calendar where annual checks are recorded and reminders sent prior to renewals.Creation of stress policy.Primary responsibilities:Creation and implementation of specific policies.Ensuring the company stays up to date with new governmental directives.Chairing quarterly Health and Safety Committee Meeting made of seven people representing all departments within the company, where work practices are discussed and directions given to ensure all Health and Safety matters are taken responsibly by all staff.

Warehouse Operative, Goods Operator & Return Supervisor

• Feb 1998 - Sep 2003

Achievements:Creation and development of the Returns department.Primary responsibilities:Picking and Packing books to send to customers.Booking New Titles onto the database, calculating cost prices.Ensuring the prompt and accurate process of stock returned.

Waitress

• Nov 1997 - May 1998

Social Worker

• May 1997 - Nov 1997