Customer Service and Order Fulfilment Operative

Aran Woollen Mills is one of Irelands largest home based Knitwear Manufacturers. It continues to offer the very best in both traditional and contemporary Irish knitwear for women, men and children. Blending quality and tradition with the latest designs and colours, Aran Woollen Mills offers a truly unique and broad range of products to B2B clients worldwide. With continuous innovation in design, Aran Woollen Mills is ensuring Irish knitwear will remain a vibrant and exciting fashion statement well into the future.

As a Customer Service, operations, and fulfilment operative, you will be responsible for implementing our online processes and procedures. You will provide exceptional service to our online customers and our stakeholders across a range of channels. You will also be responsible for implementing online operations and fulfilment procedures. Within this role you are required work collaboratively across departments to build and improve internal processes. Experience within a similar role is advantageous.

JOB ROLE & RESPONSIBILITIES

• Manage online Customer Care policies and procedures to ensure all customer queries are followed up in a professional and timely manner

• Support customers via phone, email, live chat, social media and in-person channels

• Provide high-quality customer support dealing with queries/complaints and also collaborate with internal departments via phone/email to resolve issues

• Effectively manage and ensure smooth running of returns and exchanges

• Work closely with marketing to support key sales periods operationally

• Work directly with our courier partners to ensure timely and smooth dispatch service

• Manage any customs issues and claim

• Ownership and accountability for your role is vital

• General administration duties

• Assist with other online operations when business needs arise

• Other duties as required

SKILLS REQUIRED

• 1+ year(s) Customer Service experience in a busy environment

• Fulfilment and warehouse experience is advantageous.

• Familiarity with GDPR guidelines and implementation of the same

• Professional, friendly & calm manner

• Customer-focused and a natural people person

• Clear communicator and strong organisational skills with strong attention to detail

• Strong time management skills

• Requirements to meet deadlines

• Problem-solving to find the best solution for all involved

• Computer literate (Gorgias, Shopify, Microsoft Office etc.)

• Excellent literacy and strong grammar skills

• Fluent in English (oral and written)

• Ability to work as part of a team and on their own initiative

• Ability to respond to different tasks in other areas of the working environment 

What We Offer:

• Competitive Compensation Package: We value your expertise and contribution. Enjoy a competitive salary that reflects your experience and skills.
• Flexible Work-Life Balance: We understand the importance of balancing personal and professional commitments. Benefit from flexible working arrangements that suit your lifestyle.
• Career Advancement Opportunities: Grow your career with us. Join a team of industry professionals dedicated to your success. Take advantage of our culture of mentorship and development as you progress within our organization. Paid apprenticeships allowing you to achieve level 6 certification
• Supportive and Inclusive Work Environment: At Carraig Donn, we foster a culture of collaboration and respect. Join a diverse team of talented individuals who are passionate about delivering exceptional customer experiences.
• Continuous Learning and Development: We invest in our employees' growth and development. Access a variety of learning resources, training programs, and workshops to enhance your skills and knowledge.
• Comprehensive Benefits Package: Enjoy peace of mind with our comprehensive benefits package, and access to a health and wellbeing support plan.
• Employee Discounts and Perks: As a valued member of our team, you'll enjoy generous staff discounts on our exclusive product range. Take advantage of our employee referral scheme and other exciting perks.
• Health and Wellbeing Initiatives: Your health and wellbeing are important to us. Benefit from initiatives such as our bike-to-work scheme and access to our Employee Assistance programme, as well as our employee platform offering mindfulness resources, lifestyle savings, and more.