Customer Service Representative

2 weeks ago

North Berwick, United Kingdom ArdMoor Ltd Full time

**Customer Service Representative wanted for an online retailer of specialist outdoor clothing & equipment.**

**A fantastic opportunity has arisen for a Customer Service Support person to combine their enthusiasm for the great outdoors with their flair for customer service and great administration.**

Established in 2010 by people who were born and raised in the country, **ArdMoor.co.uk** has gone from strength to strength. Focusing on all things outdoor, from country clothing and footwear to shooting, stalking, sailing, outdoor and work clothing & equipment. ArdMoor has quickly become one of the leading companies in its marketplace. Now we need your help to take us to the next stage in our development.

**THE ROLE**:
We are looking for a person to join our ambitious team, where you’ll help give our customers a world class experience of shopping online at ArdMoor ensuring they return to shop with us again.

Alongside others in the team, you will deal with our customer’s enquiries, telephone orders and any issues arising with their orders once placed to include managing parts of our back-office stock management system and inputting into the content that is shown on our web site.

This is an exciting opportunity for an enthusiastic team player looking to make their mark in a close-knit team doing a job that is key to the development of our business.

You’ll have a proven track record of excellent communication skills, fantastic telephone manner, dealing with members of the public, giving clear and concise guidance and advice as required and of problem solving. Communication and lateral thinking are two of your key strengths and you’ll be able to bring a cheerful, respectful approach to dealing with our customers as a result.

Reliability in completing work to agreed standards and in a timely fashion and being process driven are essential skills. Your outstanding communication skills will ensure you’re able to keep other team members informed of progress and any issues.

You’ll report to the Customer Service Manager and will have an enthusiastic, self-motivated approach to work that will enable you to work both independently and as an influential team member from day one.

Key Responsibilities
- Deliver customer satisfaction and retention through timely response to orders, product delivery, issues, faulty items and complaints.
- Handle any Royal Mail queries or claims should a delivery not reach the customer.
- Process customer returns and action their request by way of a refund or exchange order. Notify click & collect customers when orders are ready to pick up.
- Work closely with warehouse staff to ensure orders are despatched according to timelines promised.
- Regular checks of outstanding unfulfilled orders to see if there are any issues.
- Follow customer service policies, procedures, and standards and ongoing training of these procedures.
- Be committed to meeting KPIs, including quality and productivity targets; playing a pivotal role in helping the department to achieve its overall goals.
- Merchandising and upsell of items held in the warehouse for any phone orders.
- Develop an in-depth understanding of our products to help resolve customer queries.
- Place Purchase Orders daily with our suppliers, and daily checking so that these items arrive in a timely fashion to avoid orders being cancelled. Follow this up with handling order confirmations from suppliers/update customers if there are out of stock items or updated delivery times based on supplier feedback.
- Keep stock levels accurate on Shopify based on supplier info.
- Once purchase orders have arrived and been scanned in by the warehouse team, take delivery notes and check orders have been scanned in correctly. Liaise with suppliers/customers if there is missing or incorrect stock.
- Arrange returns of any incorrect stock to suppliers for credit.
- Liaise with external suppliers to ensure prompt delivery of items.
- Processing of faulty claims with suppliers and timely communication with customers about a resolution.
- Ensuring swift handling of leads to relevant sales teams and be aware of the customer you are speaking to - ie VIP or company.
- Copywriting to be undertaken in quieter periods to help the content team.
- Carry out all tasks in an efficient professional and courteous manner.
- Liaise with the Financial Controller about invoices and credits.
- Continue to learn.

**Requirements**:

- Good communication skills
- Excellent telephone manner
- Problem Solving can-do attitude.
- Experience working in the retail sector advantageous.
- Proven track record in sales experience
- IT literacy - MS Office
- High attention to detail
- Proactive team player, with excellent communication skills
- Self-motivated and enthusiastic approach
- Experience of, or interest in, at least one of the key areas of our key marketplaces ie shooting, outdoors, workwear, sailing, country etc advantageous

**LOCATION**

Within easy reach of Edinburg

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