Emily Maguire

• Managing Return Requests: Handle approval, follow-up,engagement with pharmacy, supplier communication, and processing returns efficiently and effectively.

• Collaboration with QA Team: Work closely with the Quality Assurance (QA) team to update and refine the returns policy, reporting on trends and key concerns that are product related.

• Process Enhancement: Develop and define process enhancements, improvements, and always find ways to offer a better service to our customers.

• Standard Operating Procedures (SOP): Create comprehensive SOPs for product receiving and crediting processes. Building out SOP’s required or updating as needed.

• Training and Development: Conduct training sessions and best practise for team members on product return procedures.

• Customer Experience Enhancement: Focus on making moments that matter for the customer from an operational perspective and ensure all correct legal processes are followed.

• Priority Handling: Manage and prioritize return requests for priority customer, banner groups and white-label, ensuring their satisfaction.

• Communication Enhancement: Update and refine email EDM templates related to Product Returns for improved communication.

• Reporting Metrics: Develop reporting metrics and dashboards to track and measure returns, issues, and concerns.

• Handling customer complaints, product quality issues and faulty products
• Liaising with suppliers to resolve various issues
• Coordinating return of product from customers and processing returns into distribution centre
• Handling shipping escalations, missing parcels, delivery issues and RTS parcels
• Responding to customer email enquires, calls and online chat
• Updating website with new products, price updates and images using Woo Commerce
• Sending out weekly EDM campaign’s
• Maintaining CRM database
• Applying credits using Fishbowl and Xero
• Providing end of month reports for supplier reimbursements
• Assisting dispatch team with pick/packing orders

• Preparing specialty coffee
• Maintaining up to date knowledge on products
• Supervising other staff members
• Assisting with increasing social media presence/photography
• Wholesale sales/packing orders
• Opening/closing the store
• Assisted with displays and offered ideas to increase product appeal.

• Answering 350 inbound calls daily for multiple locations across the business.
• Tele-sales
• Hitting sales targets and KPI's
• Packing/Dispatch orders
• Arranging appointments/meetings for Directors and Sales consultants
• Assisting with staff events
• Responding to customer email enquiries
• Participating in meetings and keeping up to date with product knowledge.
• Front of house administration duties.