CUSTOMER SERVICE OFFICE ASSISTANT

Location: Newtownmountkennedy, Co Wicklow.
Hours: Full-time, with flexibility required (evening availability essential, up to 8pm and some weekend work to include Saturdays and Sundays on a rotational basis).
Department: Customer Service

POSITION SUMMARY

We are seeking a proactive and detail-oriented Customer Service Office Assistant to join our growing team. This role supports a small but dynamic department in a fast-paced environment. You’ll be responsible for processing customer orders, handling queries, managing customer claims, and supporting the development of procedures to improve efficiency as the business continues to grow.

• Accurately process daily customer orders, including out-of-stocks, substitutions, and returns using NAV.
• Manage incoming customer queries via phone and email, ensuring prompt and professional responses.
• Clearly communicate product information, promotions, and updates to customers.
• Liaise with the sales team and customers regarding order processing and delivery timelines.
• Investigate customer claims in coordination with the warehouse and transport teams.
• Issue credit notes promptly and ensure timely resolution and closure.
• Review customer claim trends weekly with the Supply Chain Manager and relevant departments to drive service improvements and reduce errors.
• Contribute to the standardisation and development of customer service workflows and processes.
• Provide support on ad hoc projects aimed at enhancing departmental efficiency.