Digital Customer Service Executive

Role Purpose

Celtic Tweed is seeking a practical, organized and customer-focused Ecommerce & Customer Service Executive to support the day-to-day running of the online shop and help convert customer interest into sales. This is a hands-on role for someone who enjoys speaking with customers, keeping product information accurate, supporting website updates and helping the wider team get orders through accurately and smoothly. The main purpose is to support customer communication, ecommerce administration, product presentation and sales follow-up, while maintaining a warm and professional tone that reflects the Celtic Tweed brand.

Role Summary

The successful candidate will help manage the daily flow of customer enquiries, website updates, product information, reviews, basic email marketing and follow-up activity. They will work closely with the founder, retail team, warehouse, production and any external support partners to ensure customers receive clear answers and are guided towards the right products and sizes.

The role is commercially focused in a practical sense: responding quickly, helping customers buy with confidence, supporting abandoned or warm enquiries, keeping product pages accurate and making sure online activity supports money in the till.

Key Responsibilities

Customer Service & Sales Support

• Respond to customer emails and online enquiries in a warm, clear and professional manner.
• Help customers with sizing, fit, product questions, delivery timeframes, returns, exchanges and order updates.
• Guide customers towards suitable products and sizes using available size charts, product knowledge and internal guidance.
• Follow up on open customer enquiries where there is a clear sales opportunity.
• Support made-to-order and made-to-measure enquiries by gathering the correct information and passing it to the relevant person for review.
• Keep notes clear so the warehouse, production and management team understand customer requirements.
• Flag repeated customer questions or issues that could be improved through better website content, product information or internal process.

Email, Reviews & Customer Follow-Up

• Assist with basic email newsletters, event follow-ups, customer updates and product-focused communications.
• Support review collection and upload approved customer reviews to relevant product pages.
• Help follow up with customers after events, fittings, corporate gifting enquiries or online conversations where appropriate.
• Keep email content practical, customer-focused and aligned with the brand tone.

Product Content & Website Copy Support

• Write and update straightforward product copy, customer-facing FAQs, sizing notes and collection text using agreed brand guidance.
• Keep copy clear, helpful and sales-focused, while reflecting Celtic Tweed’s heritage, quality and craft.
• Help turn common customer questions into clearer website information to reduce confusion and improve conversion.

Retail, Events & Corporate Gifting Support

• Help prepare customer emails, product notes and simple marketing materials for shows, events and retail moments.
• Support corporate gifting enquiries by gathering requirements, preparing basic product information and passing commercial details to the founder or relevant decision-maker.
• Assist with event follow-up emails and customer lists after shows or private appointments.
• Keep the online shop, customer messaging and event communications aligned where practical.

Admin, Coordination & Internal Communication -

• Communicate clearly with the warehouse, production, retail team and management on customer orders and product queries.
• Keep track of tasks, updates and follow-ups so work does not get lost.
• Liaise with external suppliers or agencies only where directed, mainly to provide information, images, product details or basic updates.
• Escalate complex customer, technical, PR, wholesale, paid media or strategic questions to the appropriate person.

Skills Required

• Excellent written communication and customer service skills.
• Good attention to detail when updating products, prices, copy, customer notes and order information.
• Comfortable using Shopify or willing to learn quickly.
• Organized – Responsive – Warm & Personable, and able to manage a busy inbox, customer follow-ups and website updates.
• Commercially aware, with an understanding that strong customer service should help convert enquiries into sales.
• Confident asking for information and following up with colleagues to move customer queries forward.
• Good basic understanding of email marketing, social media, product content and ecommerce customer journeys.
• Practical, calm and helpful when priorities change.

Experience Required

• Previous experience in ecommerce, customer service, retail, online sales support, digital administration or a similar role.
• Experience working with Shopify, Etsy or another ecommerce platform would be helpful.
• Experience responding to customer enquiries by email or online chat.
• Experience writing or updating product information, website copy or email content would be beneficial.
• Experience in fashion, retail, gifting, luxury, craft, heritage or design-led products would be an advantage but is not essential.

Personal Attributes

• Warm, professional and customer focused.
• Practical and hands-on rather than purely strategic.
• Organised, reliable and comfortable following agreed processes.
• Commercially minded and aware of the importance of converting enquiries into orders.
• Comfortable working in a small business where priorities can move quickly.
• Detail-focused, especially around sizing, product information and customer notes.
• Interested in quality clothing, craft, Irish design and good customer experience.

Measures of Success

• Customer enquiries are answered clearly, warmly and in good time.
• More customer queries are converted into completed orders.
• Product pages remain accurate, helpful and up to date.
• Sizing and order notes are captured clearly for the wider team.
• Reviews, product content and customer-facing information are maintained consistently.
• Event and customer follow-ups are completed promptly.
• The founder and team have better visibility of customer issues, common questions and sales opportunities.

Ideal Candidate Profile

This role would suit someone who enjoys retail and customer communication, and who takes pride in helping customers make the right purchase. They do not need to be a senior marketing strategist, but they should be organised, commercially aware and confident writing helpful, polished customer emails. The ideal person will understand that in a small business, online sales are often won through speed, clarity, warmth and attention to detail. They will help keep the website accurate, the inbox moving and the customer journey as smooth as possible.

Pay: €30,000.00-€35,000.00 per year

Benefits:

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

Ability to commute/relocate:

• Balbriggan, County Dublin: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service: 3 years (required)

Language:

• English (required)

Work authorisation:

• Ireland (required)

Work Location: In person