Heat Merchants Group trades in 43 outlets around Ireland as Heat Merchants and Tubs & Tiles. The group has 31 Heat Merchants branches and 12 Tubs & Tiles showrooms supported by a central warehouse and distribution hub based in Athlone.

We currently require an E-Commerce Support Specialist to join the team at their Business Support Office in Athlone, Co Westmeath.

OVERALL PURPOSE OF ROLE: To enhance business performance and customer experience through maintaining the Heat Merchants (including Bathroom Merchants) website and responding to online queries and sales opportunities. 

BENEFITS:

• Competitive remuneration
• Bonus Scheme (Performance related)
• Hybrid working option available* 
• Employer Contribution to pension scheme
• 21 days annual leave increasing to 25 with lengthof service
• EAP (Employee Assistance Programme)
• Wellness initiatives
• Life cover
• Employee discount
• Further education support

JOB SPECIFICATION

Key Responsibilities:

• Provide online support for customer queries generated via live chat or contact form/email on the Heat Merchants website. Liaise with the appropriate person in the business where necessary to enable a timely response.
• Assist customers with online orders, including liaising with warehouse or branch staff to manage any issues that may arise.
• Maintain accurate and up to date product information on the Heat Merchants website by uploading data, images and technical documents. Where necessary, contact the supplier to obtain this information.
• Regularly review the categories and information on the website to ensure products are displayed correctly. Create and manage relationships between products for upsell.
• Maintain the Frequently Asked Questions section on the website.
• Adherence to Health, Safety and Environmental rules and regulations
• Any other duties as reasonably requested by management that are within your capability to perform.

Please note that the above list is not intended to capture every detail of your role but the main areas of responsibility. This is a new role in the business so the above responsibilities will be reviewed and adapted to suit the needs of our online business as and when necessary.

PERSON SPECIFICATION

The successful candidate must have:

• Previous experience in a role that requires excellent customer service skills
• Competence in the Microsoft Office suite with a high level of competence in Microsoft Excel
• Competence using an ERP system
• Excellent communication and interpersonal skills including the ability to engage with and motivate others in order to achieve results
• Previous recent experience that demonstrates an excellent level of attention to detail
• Excellent organisational skills with the ability to work to deadlines
• In addition to the above it would also be advantageous if applicants had the following:
• Basic heating, renewables and plumbing product knowledge including the ability to respond to customer product queries
• Sales experience in the heating, renewables and plumbing industry
• An understanding of an online sales platform

ADDITIONAL INFORMATION:

Only those applicants who meet the essential criteria will be shortlisted for interview. The Company reserves the right to initially shortlist those candidates who meet both essential and desirable criteria.