You are applying for Customer Service Operations Support

Responsible for providing comprehensive administrative support for the daily
operations of the Customer Service team and wider departments. Ensuring the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication.

Main Duties
• Providing comprehensive administrative support, coordinating with various departments throughout the organization
• Generating and analysing reports to identify trends and proactively address potential issues and compiling statistical data for board meetings
• Monitoring marketing board stock levels, back orders, raising works orders when required and provide regular updates to the relevant departments
• Coordinating and scheduling deliveries with key customers
• Liaise with the warehouse to investigate delivery incidents, identify issues, analyse trends, collate information to report findings to senior team
• Coordinate goods collections with external carriers, collaborate with internal teams, monitor carrier performance, and produce data-driven reports to support the improvement of collections
• Handling the processing of replacement orders through SAGE and internal systems
• Monitoring arranged collection data, such as failed collections and reoccurring issues
• Prepare and finalize the necessary courier customs documentation for Irish deliveries and returns
• Oversee the allocation of all email inquiries from the admin inbox
• Managing daily delivery reports from carriers, liaising with carriers, Customer Service, and the warehouse to resolve any delivery issues. Handling all claims and cross-checking carrier invoices against the claims to ensure accuracy, in collaboration with the admin team
• Working collaboratively with the warehouse, upgrading/amending customer orders, running reports and ensuring customer orders are despatched without issue
• Handling sample requests, processing marketing orders, and managing internal orders across affiliated companies
• Analyse carrier performance data, identifying trends and root causes of failed deliveries, such as address issues, weather delays, or logistic failures
• Coordinating with carriers, tracking deliveries, obtaining Proof of Deliveries (PODs), and managing claims arising from any failed deliveries
• Scanning and verifying documents for upload to our archive system
• Providing support for house accounts
• Update and manage HS Code information on the Government TSS portal to ensure seamless deliveries to Northern Ireland
• Ensuring that NI declarations are submitted accurately and do not require any further intervention
• Collaborate with other departments, including customer service, quality, and warehouse support, to ensure smooth operations and customer satisfaction
• Work with various departments to troubleshoot and resolve operational challenges, ensuring minimal disruption to customers
• Managing and replenishing stationery inventory
• Managing switchboard overflow and providing full reception support, including greeting and checking in visitors, as well as handling incoming mail
• Perform any other administrative tasks as needed to support customer service and the broader Scolmore team

Skills and Experience

The ideal candidate should be personable and professional, with a strong focus on efficiency and accuracy. They should demonstrate initiative, adaptability, and the ability to prioritize effectively in this role.

This role requires a keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously.

They must be able to collaborate effectively in a team while also managing their individual workload and time efficiently.

A proactive approach to resolving challenges and exceeding customer expectations.

To be able to work under pressure and adapt easily to change.

Knowledge of Word, Outlook and Excel is required.

Previous experience of customer service/administration would be preferred.