IT Process Administrator, Westport

Aran Woollen Mills

Westport, Co Mayo
Permanent
Full-time

30 days ago

A bit about the brand…Our founder Máire Hughes began weaving the story of Aran Woollen Mills in 1965, when she established the business to follow her passion for Irish craft, heritage and to provide employment locally in the West of Ireland.For three generations since that modest first step, the family business has grown to become Ireland’s largest Aran knitwear manufacturer. From Westport to the world, we are proud to be design-led global leaders in the manufacturing of traditional and contemporary knitwear.For decades our trade customers have been inspired by our creativity, innovation and passion. Our garments are stylish, natural and sustainable — and most of all true to the heritage and history of Aran.Become part of our story.Job Description:Having just launched a new state-of-the-art Web Based Customer Service Portal for Trade Customers, Aran Woollen Mills have an exciting, full-time opportunity for an IT Process Administrator. Reporting to the Head of IT, the role holder will act as a cross over between IT and the CustomerService Office, having some responsibilities within the sales department but ultimately responsible to IT.Utilising the new Web Portal and our extensive Enterprise Resource Planning tools, the successful candidate will play a crucial role in customer service to our trade customers. You will be responsible for managing inquiries, customer training on the portal, assisting new account setups, processing orders, and ensuring customer satisfaction through timely and effective communication. You will play a key role in not only maintaining but developing our B2B offering.Key Responsibilities:1. Online Account Management / New Setups:

Processing customer sign ups promptly and professionally.
Assist in managing online customer accounts, including updates, and maintenance of customer records in the ERP and CRM systems.
Build and maintain strong relationships with B2B clients, understanding their needs and preferences to enhance customer satisfaction and loyalty.

2. Online Order Processing:

Working with our Customer Service Office and Warehousing, Process B2B orders received through the B2B portal, ensuring accuracy and compliance with company policies and procedures.
Coordinate with internal departments, such as sales, logistics, and production, to ensure timely order fulfilment and delivery.

3. Online Customer Inquiries / Requests:

Respond promptly to online customer inquiries via email, chat, or phone regarding product information, gaining access, pricing, order status, and other inquiries.
Provide accurate and helpful information to address online customer concerns and resolve issues efficiently.
Provide further information or reports as requested by customers.
Championing customer portal usage queries and looking at ways of improving our customer communications.

4. Online Issue Resolution:

Investigate and resolve online customer issues.
Escalate complex issues to relevant departments for resolution as needed.

5. Customer Service:

Ensure the highest quality of customer service is always provided through calls and emails with strict adherence to agreed service protocols and levels.

6. Data Entry Background Data Maintenance:

Data updates such as special price or key information uploads through the controlling ERP and CRM systems.
New style creation and setup within ERP. Attention to detail is key here.

7. Documentation and Reporting:

Maintain accurate records of customer interactions, transactions, and resolutions in the CRM system.
Generate reports on B2B online customer service metrics, such as response times, resolution rates, and customer satisfaction scores, to track performance and identify areas for improvement.

8. Develop for the future:

The b2b portal is a brand new initiative which is growing and adapting quickly. You would be a significant voice in how we develop and grow the facility into the future.
Ability to take the lead on projects. Identify operation problems and provide practical solutions creating efficiencies in the day to day processes.

Skills and Experience:

Qualification in Business Administration, IT, Process Engineering, or related field.
1-2 years of experience in customer service or sales support roles, preferably in a B2B or manufacturing environment.
Exceptional Attention to Detail and Accuracy vital.
Strong communication skills with fluency in written and spoken English. Proficiency in additional languages is a plus.
Excellent interpersonal skills with the ability to build rapport and maintain positive relationships with business clients.
Detail-oriented with strong organizational and time management skills.
Proficiency in MS Office Suite and experience with excel and management and updating websites.
Training in the Core ERP and in house designed portal will be provided.

What we offer

Competitive Salary
Work life balance with flexible working
A career working alongside excellent people in a very supportive friendly environment built on teamwork and respect
Culture of learning & Development, opportunities for career progression
Weekly pay, 20 days holidays plus 10 bank holidays
HSF plan for everyone from under 2.50 per week
Generous staff discount
Employee referral scheme
Bike to work
Pension scheme
Our employee platform offering; learning opportunities, wellbeing (mindfulness and much more), training/workout videos and lifestyle savings.

Aran Woollen Mills

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