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Order Fulfilment and Customer Care – Carlow

Order Fulfilment & Customer Care
Job Description
Key Duties / Responsibilities:

  • Deal with all pre and post-sale customer queries that come through phone, email, online chat service and social media.
  • Process customer returns, refunds, credits and cancellations as per procedures.
  • Take full ownership of all customer queries to swift resolution and use initiate to solve problems.
  • Provide feedback to relevant teams on customer views, experience and issues.
  • Dealing with escalated online order queries in a positive and customer friendly manner, meeting the high expectations of customer service levels.
  • Support the logistics manager in compiling reports and tracking issues.
  • Dealing with all queries in a positive and customer friendly manner, meeting the high expectations of customer service levels.
  • Order fulfilment administration to include, labelling, packing, picking, liaising with warehouse, purchasing and relevant department managers.
  • Always ensuring behaviour and company standards are carried out through all aspects of the role.
  • Be able to multi-task within the business to understand the customer touchpoints to include till use, administration, policy and procedure follow up.
  • Ensuring all click and collect orders are processed within the company service standards.
  • Manage stock transfer requests via email / phone between locations ensuring timely communications regarding same.
  • Build sustainable relationships of trust through open and interactive communication with all departments across both stores.

Skills and traits required for the role:

  • Patience and empathy.
  • Strong problem-solving skills.
  • Excellent telephone manner, communication and strong interpersonal skills, including active listening.
  • Detail orientated with great organizational skills.
  • Strong time management skills with the ability to work to deadlines.
  • Ability to work well with others.
  • Quality management skills.
  • Previous customer care experience is essential, preferably in a retail or sales environment.
  • Computer literate with very strong working knowledge of MS Word, Excel and Outlook and CRM databases.
  • Excellent telephone manner, communication and strong interpersonal skills, including active listening.

For additional information and a confidential discussion on this and similar opportunities contact: Gemma Butler on 056-7786631 or email gemma@optimizerecruitment.ie

All applications will be dealt with in the strictest confidence and your CV will never be released without your prior approval.

Job Ref Number: 22742
www.optimizerecruitment.ie
#ORjobs

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