Customer Care Admin Team Member

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Job Description

Primary Purpose Of Role

The Customer Care Admin Team Member is responsible for:

Actioning any web orders that require manual sourcing from MFG retail stores in a timely manner.
Completing all related back-end administration accurately and efficiently on a daily basis.

Key Result Areas and ResponsibilitiesB. Administration & ReportingKey Skills Qualifications & Experience

Sourcing
Manage end-to-end manual sourcing of online orders from MFG retail stores
Action allocated sourcing tasks and escalation queue items in a timely manner
Source alternative stock for rejected, unavailable, or faulty orders
Coordinate with retail stores to confirm stock availability and resolve sourcing issues
Monitor and follow up on all manually sourced orders through to fulfilment
Prioritise and action New Zealand and urgent orders within required timeframes
Identify and escalate sourcing challenges, stock issues, and delays as required
Perform daily order administration to ensure accurate processing and fulfilment
Maintain accurate order statuses and system updates to support inventory integrity
Identify, investigate, and resolve order, address, and system-related errors
Manage and action helpdesk tickets, escalations, and priority tasks
Communicate clearly and accurately with customers regarding order updates, delays, and resolutions
Identify recurring issues and escalate to support process and system improvements
Support reporting requirements and highlight trends in errors or operational issues
Provide ad hoc support to customer care and retail store teams as required
Manage end-to-end administration of marketplace orders (e.g. refunds, cancellations, and order exceptions)
Ensure marketplace SLAs and platform requirements are met (refund timelines, responses, compliance)