As Online Shop Coordinator your role involves ensuring the success of our online shop in achieving its goal of selling our chocolate with the level of excellence in customer service that we aim for in our products.

You will manage the process and daily job duties of online order fulfilment of chocolate, bakery and workshop orders from completed chocolate stock to delivery of online orders to our customers and to regularly support with wholesale order processing and fulfilment.

You'll deliver an excellent customer service experience to all our customers, online and otherwise, working closely with the Fulfilment Lead and Chocolate Operations Manager to deliver this.

Success in this role takes the form of an up-to-date and easy to use website, expedient shipping and tracking of orders, customers who are delighted with our online service and who come back, and a clear, ordered and efficient process for fulfilment, with systems that are kept up to date on a daily basis.

Main duties and responsibilities:

- To organise and and evaluate the online stock management and ensure that stock is kept up to date and rotated effectively.
- To implement and evaluate the process of fulfilling online orders.
- To process orders received via our online shop or wholesale orders by email and coordinate with the relevant internal and external systems for stock management and shipping directly.
- To receive, process, plan shipment, and manage the packing and dispatch of online orders with the support of the Fulfilment Assistant when necessary, in discussion with the Fulfilment Lead.
- To lead on the maintenance of the website, raising issues as needed with the wider team or external agencies, and to take part in the development of new functions on the website.
- To lead in the application of seasonal changes and new marketing initiatives on the website, working in conjunction with, and using assets planned by the Marketing Manager.
- To liaise with the bakehouse about orders and stock availability for routine items and to join in planning for seasonal bakery items to ensure that stock and production plans are reflected in online shop availability.
- To communicate confidently and effectively with and customers and colleagues by telephone, by email and in other modalities.
- To feedback ideas for new products, combinations or initiatives for the online shop, or otherwise, to the Chocolate Operations Manager and/or Executive Director
- To assist in training of team members and trainees in completing online and wholesale orders.
- To keep a clean and ordered work environment both in the desk space, and in the fulfilment room, and around the factory.
- To follow PSLtd health and safety guidelines, reporting any problems to the Chocolate Operations Manager.
- To support all new members of the team in their PSLtd learning and duties.
- To assist in any other functions related to the production, packaging or fulfilment of our products as required depending on the needs of the business.
- To be flexible in working in order to support others and take on other roles as needed by the business at busy times or when holiday or sickness cover is needed.

You'll receive all the training that you'll need to support your development and help you to progress your career within our business and beyond.

This role offers a fantastic opportunity to join a growing business and would be a great chance to master everything that goes into supporting and fulfilling orders for a thriving online shop which is a digital façade for a small, values driven business.