Location - Kingston, near North Berwick, East Lothian EH39 5LT (within easy reach of Edinburgh)
Reports to - Customer Services Lead
Contract - Full-time, permanent
Salary - Competitive, dependent on experience — details on application
About ArdMoor Ltd
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, 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.
Role Overview
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. Working alongside the rest of the team, you'll handle customer enquiries, telephone orders, and any issues that arise once an order is placed. The role also includes managing parts of our back-office stock management system and contributing to the content shown on our website.
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 bring a proven track record of excellent communication, a warm and confident telephone manner, and real experience dealing with the public. You're skilled at giving clear, concise guidance and advice, and at solving problems as they arise, with communication and lateral thinking among your key strengths.
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 Services Lead, bringing an enthusiastic, self-motivated approach that lets you work both independently and as an influential team member from day one.
Key Responsibilities
- Act as the first point of contact for customer phone calls and emails, taking ownership of the Customer Service inbox, replying to queries and forwarding correspondence to the relevant team members.
- Drive customer satisfaction and retention through timely handling of orders, product deliveries, issues, faulty items and complaints.
- Handle any Royal Mail queries or claims where a delivery fails to reach the customer.
- Process customer returns, actioning each request as a refund or exchange, and notify click & collect customers when their orders are ready to pick up.
- Work closely with warehouse staff to ensure orders are despatched within the timelines promised.
- Carry out regular checks of outstanding and unfulfilled orders to catch any issues early.
- Follow customer service policies, procedures, and standards, and take part in ongoing training on these.
- Commit to meeting KPIs, including quality and productivity targets, playing a pivotal role in helping the department achieve its overall goals.
- Merchandise and upsell warehouse-held items on phone orders.
- Develop an in-depth understanding of our products to help resolve customer queries.
- Place purchase orders with suppliers daily and monitor them closely, ensuring items arrive in good time to avoid order cancellations; follow up on supplier confirmations and keep customers updated on any out-of-stock items or revised delivery times.
- Keep stock levels accurate on Shopify based on supplier information.
- Once purchase orders arrive and have been scanned in by the warehouse team, check delivery notes and confirm stock has been scanned in correctly, liaising with suppliers or customers over any missing or incorrect items.
- Arrange returns of incorrect stock to suppliers for credit.
- Liaise with external suppliers to ensure prompt delivery of items.
- Process faulty claims with suppliers and keep customers promptly informed of a resolution.
- Ensure leads are passed swiftly to the relevant sales team, staying aware of who you're speaking to, such as VIP or company accounts.
- Take on copywriting during quieter periods to support the content team.
- Liaise with the Financial Controller on invoices and credits.
- Carry out all tasks in an efficient, professional, and courteous manner.
- Keep learning and developing.
Candidate Profile
Essential:
- Good communication skills.
- Excellent telephone manner.
- A problem-solving, can-do attitude.
- Proven track record in sales.
- IT literacy — MS Office.
- High attention to detail.
- Proactive team player, with excellent communication skills.
- Self-motivated and enthusiastic approach.
Desirable:
- Experience working in the retail sector.
- Experience of, or interest in, at least one of our key marketplaces, i.e. shooting, outdoors, farming, outdoor work, country, etc.
How to Apply
If you think this could be your dream job and you might be the perfect fit for our requirements, please email a covering letter telling us why, along with a copy of your current CV, to [email protected] We are waiting to hear from you.
Pay: £25,420.00-£26,500.00 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
- On-site parking
- Sick pay
- Store discount
Work authorisation:
- United Kingdom (required)
Work Location: In person
