Operations & Office Administrator
Pachamama Knitwear |Thorpe Arch Trading Estate, LS23 7FA
About Pachamama
Pachamama is a knitwear wholesaler with a growing digital retail business located in beautiful Wetherby, Yorkshire. We are a friendly small business that has been designing and selling woollen goods for over 30 years. Most of our products are manufactured in Nepal from 100% natural wool and our designs are unique and expressive.
We are proud members of BAFTS (The British Association for Fair Trade Shops & Suppliers) and have charity partnerships with WWF and Net4kids.
The role (what this job actually is)
This is a hands-on, varied role at the heart of a small team. You’ll help keep the business running smoothly day-to-day by:
- processing orders and raising invoices accurately
- answering phones and supporting customers quickly and professionally
- supporting stock control, quality checks, and seasonal packing/returns in the warehouse
- helping keep online content accurate and up to date
If you like variety, ownership, and being apart of a small team, then you’ll love it here.
Key Responsibilities
Order processing & invoicing (core)
- Process customer purchase orders and create sales orders accurately
- Raise invoices and any related paperwork (e.g., credits/adjustments where required)
- Keep customer accounts up to date and ensure orders move smoothly from order dispatch invoice
- Maintain clear, organised records (digital and/or paper-based)
Customer service (phones + email)
- Act as a first point of contact for many customers
- Answer incoming phone calls and respond to emails promptly and professionally
- Provide order updates, resolve queries, and follow through until issues are closed
- Escalate more complex issues to the appropriate team member when needed
Warehouse support (seasonal focus)
- Support stock control and help coordinate stock levels with the warehouse team
- Assist with quality control checks on goods
- Process customer returns (booking in, checking condition, coordinating next steps)
Seasonality (important to know):
- November–December: most work is packing retail orders
- December–February: most work is processing returns
Online content & continuous improvement
- Help keep the website and online channels accurate and up to date (e.g., product information, availability, basic updates)
- Suggest improvements to systems, admin processes, customer experience, and/or digital growth
General
- Work collaboratively in a small team and pitch in where needed
- Follow health & safety procedures (especially in the warehouse environment)
- Handle customer and business information appropriately and confidentially
Skills & Experience
Essential
- Strong verbal and written communication (you’ll be speaking to customers every day)
- Organised and able to prioritise multiple tasks
- Comfortable using Word, Excel, Sage 50 Accounts (stock and invoice system) and Outlook (and generally confident with computers)
- A proactive, positive “can-do” approach and willingness to learn
Desirable (nice-to-have)
- Experience with order processing, invoicing, admin, or customer service
- Interest/knowledge in any of: SEO, digital marketing, ecommerce, design, or technology
- Experience in a small business environment (where roles are naturally varied)
What we offer
- Friendly, relaxed small-business culture
- Casual dress code (jeans and t-shirt are the norm)
- Free tea and coffee
