Customer Service And Sales Support Representative

Are you EXCELLENT at delivering exceptional CUSTOMER SERVICE?

We are currently recruiting for a Customer Service & Sales Support Representative to join the team at our headquarters, based in Centre Park Road, Cork.

At Pat McDonnell Paints, we pride ourselves on our expertise and delivering amazing customer experiences to all of our customers. Our team provide enthusiastic, professional and best in class service to our customers, while providing the very best technical product knowledge in the industry.

Reporting to the Customer Service Supervisor, the successful candidate will work as part of the Customer Service team and will be responsible for ensuring an unrivalled customer experience is provided to our customers through various communication channels, primarily by telephone.

Key to the role will be:

Proactive Sales: Conducting outbound calls to potential new clients (e.g. painting contractors, hardware stores, industrial facilities) and existing customers to promote new products, special offers and secure sales orders.

Relationship management: Building and maintaining strong, long-term relationships with trade professionals and retail partners to encourage repeat business and brand loyalty.

Market Intelligence: Gathering feedback from customers and stay informed about industry trends, competitor activities.

Key Responsibilities:

- Ensure Exceptional Customer Service is delivered at all times in keeping with the Pat McDonnell ethos and standards.

- Interact with customers on a daily basis resolving all queries in a courteous and efficient manner – ensuring that queries are escalated and followed up where appropriate. Typical queries being:

® price queries

® technical product information

® taking orders

® stock availability

® tracking of pre-sales orders

- Ensure phones are answered efficiently.

- Maintain and service existing business.

- Develop and implement agreed strategies on all targeted areas in line with in-store practices.

- Advise customers on how to use and understand our products and services to best practice and highest standards, as appropriate.

- Promote a positive and professional Company image internally and externally.

- Completing all administration, reports and requests within guidelines and on time.

- Create awareness of additional services and products and ensure that they are offered to customers e.g. Free nationwide delivery; colour consultancy, price promise, specialist products etc.

- Process payments of telephone orders where applicable.

- Partnering with third parties in order to get customers’ issues resolved and provide the best service, e.g. suppliers.

- Logging and maintenance of a database in relation to customer complaints and the learnings from it and managing the escalation process should a customer complaint arise, including follow up.

- Operation and maintenance of the CRM system to ensure customers’ queries are answered.

- Provide back-up to Sales Reps and Managers by providing quotes or any other documentation for customers if needed.

Who we are looking for:

If you are interested in a career with customer service at its heart, an opportunity for learning and having a little fun along the way, then this might be the role for you.

We want people who want to:

- Consistently deliver great customer experiences

- Provide best-in-class advice & product knowledge to all customers

- Contribute to our culture of friendliness, respect and dedication to the team

You will have:

- A welcoming team and enjoyable work environment

- Have strong people skills and a knack for problem solving

- Have the ability to prioritise and multitask

- Strong attention to detail

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What we can offer you:

A positive and respectful work environment

A place in a friendly and supportive team

Competitive Salary

23 days Annual Leave per annum pro rata

2 days additional leave given for the Christmas break

Bike to Work Scheme

Maternity & Paternity Leave top up

Parent Leave top up

Generous Sick Pay Policy

Person Specification:

We are looking for an enthusiastic people person as this will be key to success in the role. Success in this role will also require someone who can work positively as part of a team, as well as on their own initiative. Specifically, the successful candidate will be required to follow-up with customers on a regular basis and to process their orders in a timely manner.

- Minimum of 3 Years’ experience providing Excellent Customer Service support ideally in a retail environment.

- Strong technical product knowledge / an interest in paint & colour

- A flexible can-do approach will be key to the smooth running of the Customer Service function and this will involve taking on a wide variety of administrative duties.

- Excellent MS Office skills with particular emphasis on MS Excel. Knowledge of a CRM system is advantageous.

- Excellent written and verbal communication skills.

- Exceptional attention to detail.

- Professional telephone manner.

- A hands-on problem-solving approach.

- Demonstrated ability to manage a busy workload.

- Excellent organisational and administrative skills along with effective time management skills.

- Demonstrated ability to adapt to different customer needs and to develop and maintain successful working relationships.

Job Types: Full-time, Permanent

Pay: From €1.00 per year

Benefits:

• Bike to work scheme
• Company pension
• Employee discount
• On-site parking
• Sick pay
• Store discount

Education:

• Advanced/Higher Certificate (required)

Experience:

• Customer service: 2 years (required)

Language:

• Fluent English (required)

Work authorisation:

• Ireland (required)

Location:

• Cork (required)

Work Location: In person