Customer Service Representative

7 days ago

Dublin, Dublin City, Ireland United Hardware Full time

Customer Service Representative

Job Description

Company Overview:

United Hardware is a 100% Irish owned cooperative buying group servicing over 120 independent builders' merchants and DIY stores in Ireland who operate over 170 stores. Our combined retail turnover is more than €500 million with over 15% market share of building materials in Ireland. We operate across 26 counties with plans to enter Northern Ireland in 2024.

We currently have an exciting opportunity to join the United Hardware team in a full-time permanent Customer Service Representative role. The successful candidate will play a key role in resolving member queries, maintaining accurate member information, driving sales through targeted outreach, and providing a seamless onboarding experience for new members. This role demands excellent organizational, communication, and problem-solving skills to ensure all member needs are met efficiently and professionally.

Position: Customer Service Representative, Full Time, Permanent.

Reporting To: Member Support Manager

Salary: Basic plus 10% bonus and benefits

Key Responsibilities:

  1. Member Support
    • Resolve member queries in a timely and satisfactory manner.
    • Be the main point of contact for Members regarding their credit claim queries.
    • Manage delivery inquiries such as "Where's my order?" and provide timely updates.
    • Address product and stock enquiries with accurate and detailed information.
  2. Order Processing & Fulfilment
    • Process member orders accurately and efficiently.
  3. Member Onboarding & Information Management
    • Lead the onboarding process for new members to ensure a positive and seamless experience.
    • Maintain and update member records in internal systems to ensure data accuracy and reliability.
    • Provide guidance on accessing and utilizing the member portal and any related tools.
  4. Outbound Sales & Promotions
    • Conduct outbound sales calls to promote buyer offers and special promotions to members.
    • Actively identify opportunities to upsell or cross-sell products based on member needs.
    • Track and report on sales activities and outcomes.
  5. Reception Duties
    • Serve as the first point of contact for visitors, ensuring all are signed in and assisted appropriately and in line with Company H&S Policy.
    • Manage sign-in forms for contractors and control access to the premises.
  6. Regional Manager (RM) Support
    • Collaborate with Regional Managers to address member issues raised in reports.
    • Provide actionable support to enhance member satisfaction.
  7. Ad Hoc Tasks
    • Conduct outbound calls to members for event and meeting invitations.
    • Support team initiatives and contribute to continuous improvement efforts.

Key Skills & Attributes

  • Strong interpersonal and communication skills.
  • Strong IT skills and proficient in order processing systems and general computer applications.
  • Excellent problem-solving abilities and a member-first attitude.
  • Detail-oriented with strong organizational skills.
  • Sales-oriented mindset with the ability to confidently promote and sell products or offers.
  • Ability to multitask and prioritize tasks effectively in a fast-paced environment.

Qualifications & Experience

  • Previous experience in customer support, internal sales, or a similar B2B role is essential.
  • Familiarity with order processing, CRM systems, and maintaining customer records is a plus.
  • Experience with outbound sales or promotional activities is highly advantageous.
  • Knowledge of the hardware, retail, or wholesale industry is beneficial.

Company Benefits

  • Career paths and development opportunities.
  • Participation in company performance related bonus scheme of potentially up to 10% of basic pay.
  • Company pension contribution 8% and Company Life Assurance.
  • Company sick pay scheme.
  • Incremental annual leave with service plus two additional company days.
  • This is a site-based role.
  • On-site parking available.
  • Laptop will be provided.

Benefits:
Parking, Pension Fund, Performance Bonus, Group Life Assurance


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