2. Customer Service and Fulfilment Queries

• Act as the principal operational point of contact for customer queries relating to orders, dispatch and delivery.
• Work closely with Customer Services and Sales to provide clear, timely information about order progress and delays.
• Take ownership of queries such as where an order is, when it will arrive and why it has been delayed.
• Investigate problems fully and coordinate appropriate solutions rather than allowing issues to remain unresolved between departments.
• Contact customers directly where appropriate to resolve fulfilment or delivery issues.
• Build positive working relationships with customers, colleagues, couriers, suppliers and other external partners.

3. Stock Control

• Take operational responsibility for maintaining accurate stock information relevant to customer fulfilment.
• Introduce and coordinate a system of cycle counting and, where necessary, full stocktakes to ensure stock records remain accurate and up to date.
• Monitor finished goods, packaging and other operational stock and identify shortages that may affect customer orders.
• Investigate stock discrepancies and identify recurring causes.
• Provide timely stock information to the Production & Purchasing Director to support purchasing and production decisions.
• Ensure stock and storage areas remain organised, clean, clearly identified and appropriately maintained.

4. Operations and Team Leadership

• Support the smooth day-to-day running of operational areas across the business.
• Manage, organise and support a small operational and fulfilment team, allocating work according to priorities and available resources.
• Communicate daily priorities clearly and monitor progress throughout the working day.
• Take initiative to resolve day-to-day and longer term persistent operational problems within the authority of the role and escalate significant issues promptly.
• Work across Production, Dispatch, Customer Services & Sales and other departments to improve the flow of information and work.
• Develop practical procedures, checklists and working methods that improve consistency, accountability and efficiency.
• Lead by example through a practical, positive and solutions-focused approach.

5. Factory Maintenance, Housekeeping and Health & Safety

• Ensure production, dispatch, storage and general operational areas remain clean, tidy, organised and fit for purpose.
• Coordinate routine factory maintenance and ensure maintenance issues are logged, prioritised and followed through.
• Liaise with external contractors where specialist maintenance or repairs are required.
• Ensure good housekeeping and safe working practices throughout operational areas.
• Be responsible for Health & Safety in the factory and develop stronger systems, procedures and records.
• Undertake risk assessments, inspections, incident reporting and corrective actions where appropriate.
• A NEBOSH, IOSH or equivalent Health & Safety qualification or relevant practical experience would be advantageous.

6. Data, Analytics and Reporting

• Maintain oversight of outstanding customer orders and current fulfilment status.
• Monitor and report useful operational measures including turnaround times, dispatch volumes, customer queries, courier issues, stock accuracy, shortages and recurring delays.
• Use data to identify trends, bottlenecks and areas requiring improvement.
• Produce clear weekly and monthly operational updates for the Production & Purchasing Director and relevant management meetings.
• Recommend practical improvements based on evidence and operational experience.
• Ensure agreed actions are followed through to completion or escalation.

7. Meetings, Planning and Development

• Attend relevant operational and management meetings and provide clear updates on priorities, performance, risks and actions.
• Work with the Production & Purchasing Director and other managers to plan for anticipated workloads, larger orders and changing customer demand.
• Support the business in preparing for increased order volumes and future growth.
• During the six-month probationary period, learn the company's products, customers, systems and processes and progressively take ownership of the role.
• Identify priority areas for improvement and begin establishing robust, scalable systems and ways of working.

Who are we looking for

Skills, Experience and Behavioural Expectations

We are looking for an experienced, capable and practical individual who enjoys taking responsibility and making things work. Ideally, the successful candidate will have:

• Previous experience in logistics, dispatch, fulfilment, warehousing, operations or a similar environment.
• Experience managing or coordinating a small team of approximately seven people at present, although this may change.
• Strong organisational and prioritisation skills, with the confidence to take ownership of problems through to resolution.
• Experience of stock control, cycle counting and stock taking.
• Strong customer service and problem-resolution skills.
• Experience using computerised systems e.g. For placing orders, managing stock, using ERP (Enterprise Resource Planning) or other business systems.
• Confidence working with data, spreadsheets, Key Performance Indicators and operational reports.
• A practical understanding and experience of Health & Safety; NEBOSH, IOSH or equivalent would be advantageous.
• Experience in manufacturing, food, natural products, pharmaceuticals or another regulated environment would be advantageous.
• A hands-on, calm and solutions-focused approach with strong attention to detail.
• Hold a valid Forklift Truck (FLT) licence, or be willing to undertake appropriate training to obtain one.

Physical and Environmental Requirements

This role may involve:

1. Standing for extended periods
2. Manual handling of materials, stock and finished goods
3. Working within dispatch, storage and production areas
4. Working with powders, liquids and raw herbal ingredients where required
5. Operating relevant production and dispatch equipment where trained and authorised

Reasonable adjustments will be considered in accordance with the Equality Act 2010 where applicable.

Flexibility

The responsibilities outlined above describe the general nature of the role. As part of a growing business, duties may evolve in response to regulatory requirements, customer demand and organisational development. The primary focus remains logistics and operations, with a practical willingness to support wider operational areas when reasonably required.