About the role
ArdMoor is a fully online country and field-sports retailer based near North Berwick, stocking leading outdoor and technical brands for gamekeepers, stalkers, shooters, farmers, outdoors people, dog handlers and outdoor workers.
This is a varied, hands-on role at the heart of the business, combining commercial sales operations with first-class customer service. You'll be the first point of contact for our customers - advising on products, taking and upselling orders, and resolving issues - while also creating and managing purchase orders, keeping stock accurate, liaising with suppliers, and mucking in with the warehouse team when things get busy. It would suit someone commercially minded, highly organised, and genuinely comfortable both on the phone and behind the scenes.
Key responsibilities
Sales & Commercial
- Take ownership of inbound phone and email orders
- Answer customer queries by phone and email - providing in-depth product recommendations, care and size advice, and delivery timescales - and place orders on customers' behalf.
- Build an in-depth understanding of our brands and ranges to advise customers confidently and match them to the right kit.
- Pass sales leads swiftly to the relevant team, staying aware of who you're dealing with - VIP, trade or company accounts.
- Support customer retention by turning queries, issues and returns into positive experiences that keep customers coming back.
Customer service
- Act as the first point of contact for customer phone calls and emails, taking ownership of the Customer Service inbox, resolving queries and forwarding correspondence to the relevant team members.
- Handle orders, deliveries, faulty items and complaints promptly and professionally, keeping customers informed throughout.
- Process returns as refunds or exchanges and handle any courier or Royal Mail issues and claims where a delivery fails to reach the customer.
- Deal with faulty items directly with suppliers, raising and progressing warranty claims and keeping customers promptly informed of a resolution.
- Meet quality and productivity KPIs, following customer service policies, procedures and standards, and taking part in ongoing training.
Operations & supplier management
- Create and place purchase orders with suppliers daily, and own the schedule of PO deliveries - tracking incoming orders and chasing delays via tracking and direct contact with suppliers.
- Keep on top of purchase orders coming in and when, to ensure we consistently meet the delivery timescales advertised to customers, and avoid order cancellations.
- Notify customers promptly of any out-of-stock items or delays, and keep stock levels accurate on Shopify based on supplier information.
- Check deliveries against purchase orders and delivery notes once scanned in by the warehouse, confirming everything expected has been received and scanned correctly, and resolving missing or incorrect items with suppliers or customers.
- Arrange returns of incorrect stock to suppliers for credit.
- Call customers and suppliers as needed, liaising with external suppliers on prompt delivery and with the Financial Controller on invoices and credits.
- Carry out all tasks efficiently, professionally and courteously - and keep learning and developing.
The person we're looking for
Essential
- An excellent telephone manner and confident, professional communication with customers and suppliers by phone.
- Strong written communication - clear, warm and accurate emails, as a large part of the role is handled in writing.
- A proven track record in sales, upselling or commercial customer service.
- Strong organisation and attention to detail - accurate with orders, purchase orders, stock and records.
- Confident IT skills, including Microsoft Office (especially Excel) and the ability to pick up systems such as Shopify.
- A proactive, problem-solving, can-do attitude, and the ability to juggle competing priorities under pressure.
- A reliable, self-motivated team player who is happy to help across the business, including hands-on support with picking and packing when it's busy.
- A commitment to meeting KPIs and to ongoing learning and development.
Desirable
- Experience in retail, e-commerce or a product-based customer service environment.
- Experience creating and placing purchase orders and liaising with suppliers.
- Familiarity with Shopify or a similar e-commerce platform.
- A genuine interest in the countryside, field sports, dogs or the outdoors, and an affinity with our customers' world.
The details & how to apply
- Location: The Granary, Kingston, near North Berwick, East Lothian, EH39 5LT (on-site, with parking).
- Hours: Full-time, Monday to Friday, 8.30am–5pm.
To apply, please send your CV and a short covering letter to Georgina Thomson at georginat@ardmoor.co.uk.
Pay: £25,500.00-£26,500.00 per year
Benefits:
- Company pension
- On-site parking
- Store discount
Work Location: In person
