Customer Care Admin Team Member

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 Responsibilities

A. 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

B. Administration & Reporting

• 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)

Key Skills Qualifications & Experience

Prerequisite Skills:

• Excellent communication skills

• Ability to work in a team and unsupervised

• Punctual, reliable and trustworthy

• High levels of organisational and administration skills, with an eye for detail

• Ability to work under pressure and in a fast-paced environment

• Establish, maintain and promote high standards of Customer Care / Focus

• Natural problem-solving ability

• Strong time management skills and a sense of urgency

• Knowledge of OHS requirements

Preferred Experience:

• Experience using Infor M3, Magento & Fluent

• Intermediate levels of Microsoft Excel