Managing the day to day running of all Tumu ITM Havelock North administration functions including the supervision of the administration team.

Transcription

1 POSITION DESCRIPTION POSITION TITLE: Senior Administrator INCUMBENT: RESPONSIBLE TO: Store Manager RESPONSIBLE FOR: Managing the day to day running of all Tumu ITM Havelock North administration functions including the supervision of the administration team. KEY RELATIONSHIPS: All company personnel PRIMARY OBJECTIVE: To manage the efficient running of the administrative functions ensuring these add to the sustainable profitable growth of Tumu ITM Havelock North. To lead by example resulting in a highly motivated team who deliver excellence in customer service, systems and procedures. To advocate the company values and culture through exampling a positive, willing, contributing and adaptable attitude at all times. To support the Store Manager through active leadership in all areas of HR. KEY RESULTS EXPECTED I will have been successful in my role when I have completed the following: Customer Service & Sales 1. All customer expectations are met utilizing our professional service standards and procedures. 2. All customers who enter the store are acknowledged and promptly served. They are served accurately and courteously utilizing the GUESTS sales procedure as a framework: GREET UNDERSTAND EXPLORE SUGGEST THANK STANDBACK. 3. Incorporate both the GUEST and Tumu Telephone performance standards when taking a telephone enquiry. 4. Give professional service that meets the expectations and needs of our customers, resulting in their long-standing business, ensuring we gain customer trust and respect. 5. Handle customer complaints in a professional and positive manner. Listen attentively to ensure all relevant information is noted into our Customers unhappy with U register. Complaints are discussed with the Store Manager at the earliest possible moment after receiving the complaint. 6. All customers handing in payments are issued with a computer receipt. 7. Enquires from Trade Representatives are actioned in a timely manner. 8. Be aware of all upcoming promotions for stock across the store. 9. Follow Tumu SOP s accurately during the sales process. 10. Every customer served is to be encouraged to purchase relevant add-on sales. Senior Admin Position Description Page 1 of 5 Version 5

2 11. Invite all cash sale customers to join up with an ITM Customer Priority Card. 12. Take first inbound calls. Transfer the caller to the appropriate staff member when required. Accounts Receivable 1. Follow Tumu accounts receivable SOP s to ensure these are processed at the highest standard of professionalism and accuracy. 2. Accounts receivable tasks are to be completed within the required timeframes, ensuring monthly cut off dates are met. 3. Follow up HNCASHD accounts regularly to ensure invoices and payments are closed off within the appropriate timeframes. Discuss any outstanding amounts with the Store Manager weekly 4. Provide back up for the processing of audit report to ensure a smooth and efficient flow of sales results. 5. Process all Wattyl ITD dockets weekly. Ensure these are finalised by the last working day of the month. 6. Enter customers onto the appropriate promotional registers and post these away to suppliers for any promotional competitions. 7. Keep filing of tally sheets, signed invoices, customer orders etc. up to date. Accounts Payable 1. Follow all Tumu accounts payable SOP s to ensure these are processed to the highest standard of professionalism and accuracy. 2. Accounts payable tasks are completed within the required timeframes to ensure monthly cut off dates and supplier/customer expectations are meet. 3. Complete and balance any creditor reconciliations within specified time frames. 4. Ensure all goods inwards receipts have a copy of the order and a copy of the packing slip attached. If there is an on-charge a copy of the invoice should be attached. 5. Check inwards goods documentation is correct in respect of product receipted in, quantities and pricing. Any on-charging invoices should be checked for their correct pricing to ensure profitability. 6. Match supplier invoices to goods inwards receipts to ensure all pricing and quantities are correct. 7. Requests for Credit are processed in line with Tumu SOP s. Goods returned to stock or if goods are to be returned to suppliers process a Request for Credit form and arrange to have the stock returned to the suppler. Empty pallets are returned to suppliers. 8. Credit request for supplier errors are raised and any recurring supplier errors are followed up to reduce the need for ongoing Request for Credits (RFC). 9. Any outstanding RFC s are followed up with suppliers on a monthly basis to ensure we keep a good relationship and our credit history is not impeded. 10. Ensure invoices are given to the relevant manager for approval with the final batch by the 10 th working day of the following month. Bank Accounts & Petty Cash 1. Key direct debits and bank charges into Maxim from the bank statement and ensure the bank reconciliation is completed by the 2 nd working day of the month. 2. Control the Petty Cash in strict accordance to the SOP. 3. Prepare and process Direct Link batches as per Tumu SOP s. Procedures Lauranka / Timesheets 1. Each Monday process the time clock in Lauranka and download. Ensure timesheets are signed off by the Store Manager and forwarded to Tumu Merchants, file. 2. Any changes to wages are to be notified to Tumu Merchants in writing e.g. new deductions, change to bank details, etc. All paperwork is filed in the appropriate personnel file. Recruitment 3. Support the manager to ensure recruitment procedures are followed. 4. Arrange Pre-Employment drug testing before any new staff start. 5. Ensure all the administration and induction process for new employees is completed accurately. Team Motivation Senior Admin Position Description Page 2 of 5 Version 5

3 6. Be approachable and play a lead role in maintaining high morale and a positive team atmosphere and attitude within the store. 7. Encourage business improvement through the U fix it system. 8. Lead by example, to ensure consistently high standards are maintained across the store. 9. Promote Tumu s U spew up process as a means to get issues quickly addressed. General Office Duties 1. All new account applications are followed up with the appropriate manager. Ensure all paper work is correct and forwarded to Tumu Merchants for processing. 2. Investigate any queries from Tumu Merchants and follow up with outcome/details provided back in a timely manner. 3. Adequate change in the floats for the cash till is prepared daily. 4. Administration functions are completed accurately and on time. This includes purchase orders and processing credits and returns from customers. Credit notes must be referenced to the original charge and a reason for the credit recorded. 5. On a monthly basis maintain systems so that only current information is displayed in the computer and old information is filed and deleted where necessary. This includes outstanding sales orders, purchase orders, incomplete goods inwards, work in progress files etc. 6. Maintain any office equipment and supplies e.g. printers, fax machine and photocopier. Contacted the service companies if a break down or serious troubleshooting occurs. 7. The clothing spreadsheet is to be kept current and up to date as per the Tumu SOP s. 8. Forklift hours, car kilometres, diesel tank and power meter readings are collated and sent to appropriate staff by the 1 st working day of new month. 9. Ensure road user charges and registrations of the vehicles are purchased where necessary. 10. Process EOM tasks as per the schedule in a timely and efficient manner. 11. The following files are to be maintained and where required followed up: Sales orders, stock purchase orders, quote files, outstanding sales order reports and job price changes. Mail 12. All external and internal mail and any courier services are to be completed daily within the required timeframe. 13. Courier companies are advised to pick up any parcels to be couriered as soon as received. 14. Personally addressed morning mail is to be distributed to staff and the balance opened distributed to appropriate staff with the following tasks completed o All creditor invoices stamped and actioned o Any goods inwards acknowledgements received by mail or fax are to be distributed to the person who ordered the goods o Supplier price increase notifications copied and distributed to appropriate store staff and Tumu Merchants 15. Be aware of the pricing structure and information of various courier and mailing services and purchase stock (courier bags and/or tickets) that will be cost effective and offer service benefits to the Tumu. Annually carry out an analysis of the pricing structure for other courier and mailing services to ensure Tumu is getting the best value for money. System Champ 1. Be familiar with the computer systems and software. 2. When requested by a Supervisor train staff in SOP s and the Maxim computer systems. On completion of training update the staff training register. 3. As the designated site trainer for Maxim computer systems and the telephone system (following Tumu SOP s), ensure all staff are highly conversant with those systems and SOP s to their individual required level. On completion of training update the staff training register. 4. Be familiar with the communications systems. As required, train store staff on the procedure of handling , Internet, Faxing and Messaging. Ensure that these types of office equipment are maintained and contacted the service companies if a break down or serious troubleshooting occurs. 5. When staff have received training and achieved the desired level of competency. Update the staff training registers and personnel files. This is for both internal and external training. Senior Admin Position Description Page 3 of 5 Version 5

4 6. Run telephone training sessions at a minimum of bi-yearly or more as required to ensure phone standards are consistently professionally handled. 7. Provide GUEST training to all new staff. 8. Actively promote Tumu s U spew process as a means to get issues quickly addressed. Address any problem areas promptly though coaching and training. 9. Encourage staff to contribute to business improvement through the U fix-it system 10. Provided regular coaching to the team on SOP s and systems using our shadowing process making best use of the Go to Specialists. Recommendations for external training needs are made to the SM so an overall structured training program is maintained. 11. Maintain central and SOP training register and ITM central training register each time training is completed. 12. Update the store training calendar with upcoming training and events. 13. In conjunction with the supervisors plan ITM online training, ITM and supplier product training. Provide details of the next month s training by the 1 st working day of the month to the SM and supervisors. Store Compliance 1. Maintain U Business systems (Good on U, Customers unhappy with U, U fix it, U spew). a. Maintain and update registers b. Follow up any outstanding c. Follow up any that need to be signed off as completed 2. Collate weekly vehicle checks to ensure these have been are complete (Forklift, trailer and trucks) follow up any outstanding 3. Collate stock cycle counts and auto ordering status to ensure these have been complete. Follow up any outstanding and advise SM if uncompleted Priority Card / Community Organisations 1. Process all ITM Priority Card applications in a timely manner. 2. Promote the Community Organisation support programme within the local community. Providing information, poster etc. 3. When community organisation reports are received from Tumu Merchants give these to the SM for confirmation and then check for potential errors before returning these to Tumu Merchants within 5 days. 4. Create the direct link batch to pay the rebates out. Amounts greater than $350 significance may be paid by cheque and handed personally to the store by the SM or a representative from the organisation. 5. Drive the community organisation scheme forward by providing information and proactively selling the benefits to community organisations and Tumu staff. On enquiry explain how the scheme works and provide relevant packs to get it up and running for the organisation. 6. Ensure there is sufficient stationery on hand and advise the SM when re-print runs will be required. 7. Maintain the community organisations list for customers. Multiskilling Train other team members in key functions of your duties. This assists with building their skill base and increasing their knowledge. This benefits you by ensuring they are able to assist you during peak times. For the same reason, learn key functions of others in the team. Health & Safety As an employee fulfil your responsibility to observe safe work practices, policies and procedures relating to your work. Stop any activity on site that could cause an accident. Ensure, at all times we have a safe working environment that enhances the quality of workmanship and the productivity of each person. Communicate to the appropriate supervisor/manager if you see any poor work practices or abuses of plant or machinery. Senior Admin Position Description Page 4 of 5 Version 5

5 GENERAL INFORMATION You will be provided with company uniform. Please wear this at all times and ensure your appearance is clean and tidy. Tumu is a company committed to ongoing improvement. During the course of your employment if you have any ideas on how we can improve the way we operate, or if you see plant/machinery/equipment in need of repair, then please complete a U fix it form stating your recommendations. Signed: Signed: Senior Administrator Store Manager Date: Date: Senior Admin Position Description Page 5 of 5 Version 5