General Manager – Operations – B2B – Restaurant Equipment Online

Restaurant Equipment Online is the leading provider of commercial kitchen equipment in Australia and New Zealand, with ambitious plans to expand into the Southeast Asian market. We pride ourselves on our dynamic ‘work hard, play hard’ culture, rewarding exceptional results with significant bonuses. We value direct communication, dependability, and the ability to execute tasks autonomously.

Position Summary:
As our Operations Manager, you will be at the heart of our operations, tasked with overseeing team management, streamlining operations, and significantly relieving the founder of operational burdens. Your role is critical in creating training manuals, establishing efficient processes, and ensuring all team tasks and company goals are achieved on time and within budget.

Key Responsibilities:
– Oversee the management & training of the sales and customer support teams, ensuring sales targets are met and customer inquiries are resolved swiftly.
– Manage administrative staff to ensure timely processing of orders and deliveries.
– Develop, implement & document new processes to manage rapid company growth and ensure smooth operations.
– Create and enforce training manuals and processes for all team members.
– Report directly to the founder, ideally with positive updates and solutions.

Requirements:
– Strong experience in operations management, particularly in e-commerce or retail sectors.
– Proven track record of creating effective processes and leading successful teams.
– No-nonsense, straightforward communication style, combined with empathetic yet firm management.
– Proficiency in Zoho CRM, Shopify, and Xero is preferred but not mandatory.
– Must provide a unique video introduction and detailed examples of past achievements relevant to this role.
What We Offer:

Competitive salary with substantial performance bonuses.
Opportunity to lead and grow with a market leader in a rapidly expanding industry.
Work from home options and a dynamic, supportive work environment.
Direct impact on the success and expansion of the company.

How to Apply:
We are looking for someone ready to hit the ground running and contribute to our team’s success immediately. If you are ready to take on this challenge and grow with us, we look forward to your application.

**There are two requirements to be considered:
1. Send a custom video introduction (mandatory), and a cover letter outlining your relevant achievements and why you are the ideal candidate for this role. Applications without a video introduction will not be considered.
2. Answer these questions in your cover letter or else your intro video will not be watched!:

– What process manuals have you created and ensured staff use regularly?
– How to do ensure staff complete their recurring tasks on time, every month?
– If you are provided with the necessary reports, how will you ensure that sales staff are making the right number of calls and customer support staff are resolving tickets quickly?
– Scenario is you have an irate customer because a fridge they purchased is not cooling. They are demanding a refund immediately and refusing us to send a technician to assess the situation. How do you handle it?