Shaws are now looking to recruit a dynamic and motivated eCommerce Customer & Fulfilment Support to join our eCommerce Team in our Support Office in Portlaoise.
This is a full-time position, and the successful candidate must be available to work five days a week Monday to Friday, with flexibility to work weekends if needed during Black Friday and Christmas.
What's in it for You:
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Generous discount on instore purchases
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Pension
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Enhanced Sick pay scheme
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Work / Life Balance - opportunity for Hybrid working after successful completion of the probationary period.
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EAP
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Bike to Work Scheme
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Great team & work environment
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Opportunity for progression
About The Role
ROLE OBJECTIVE
Support the end-to-end customer experience across the eCommerce channel, ensuring all customer queries, order issues, and delivery challenges are resolved efficiently and to a high standard. The role is responsible for managing the full lifecycle of an order from purchase through to successful delivery and post-sale support, while maintaining a customer-first approach at all times.
KEY RESPONSIBILITIES
Customer Service & Experience:
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Manage all inbound customer queries via phone, email, and webchat, ensuring timely and professional responses.
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Take full ownership of customer issues from initial contact through to resolution.
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Handle complaints with empathy and accountability, ensuring a fair and satisfactory outcome for the customer.
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Maintain high standards of communication using clear, positive, and solution-focused language.
Order & Fulfilment Management:
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Track orders from transaction through to pick, pack, and delivery, ensuring visibility at all stages.
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Proactively monitor deliveries and courier performance, identifying and resolving any delays or failures.
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Manage failed delivery communications and ensure re-delivery or resolution is completed.
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Resolve issues related to fulfilment routes, file transfers, and carrier integrations.
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Report on fulfilment and courier performance on a daily basis and take action to address recurring issues.
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Process customer refunds accurately and in a timely manner, ensuring alignment with company policies and financial controls
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Manage order adjustments (cancellations, amendments, partial refunds), taking full ownership of resolution from start to finish
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Ensure all refund and adjustment actions are correctly reflected across systems (Shopify, OMS, ERP)
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Investigate and resolve any discrepancies related to refunds or order changes
Operational Support:
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Support day-to-day operational activities within the eCommerce function as required.
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Provide holiday cover support to Omnichannel team.
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Maintain accurate records of customer interactions, issues, and resolutions.
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Identify recurring issues and contribute to process improvements to enhance customer experience and operational efficiency.
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Any other responsibilities that arise within the Omnichannel function
Requirements:
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Excellent communication skills (written & verbal) with the ability to use positive, clear language
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Strong problem solving sills with the ability to take ownership & drive resolution
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High level of empathy and patience when dealing with customers
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Strong orgnaisational and administrative skills
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Proficiency in Microsoft Office (Outlook, Word, Excel)
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Previous experience in an eCommerce or customer service role
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Ability to work independently and manage multiple tasks simultaneously
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Flexible team player with a proactive approach
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Availability to work full-time (Monday to Friday), with flexibility during peak periods
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Eligible to work full-time in Ireland
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Must be able to work on-site in our offices in Portlaoise
If this sounds like your next career move then we would love to hear from you!
Required Criteria
Skills Needed
Customer Service, Problem Solving, Responding to Customer Needs, Communication
About The Company
Established in 1864, Shaws Department Stores is one of Ireland’s oldest and most respected retail chains. With over 150 years of experience, Shaws has built a strong reputation for quality, value, and personal service. Operating stores in towns and cities across Ireland, the company offers a curated selection of fashion, homeware, and lifestyle products. Proudly Irish-owned, Shaws blends tradition with modern retail to deliver a trusted shopping experience for generations of customers.
Company Culture
At Shaws Department Stores, our culture is rooted in heritage, community, and service. We foster a welcoming and inclusive environment where teamwork, respect, and customer focus are at the heart of everything we do. With a strong emphasis on personal development and long-term careers, we support our employees in growing with the company. Guided by our tradition of excellence, we embrace change while staying true to our core values—delivering quality and care to every customer, every day.
Company Benefits
At Shaws Department Stores, we value our people and are committed to supporting their well-being and professional growth. Our benefits include competitive salaries, staff discounts, and opportunities for career progression within a supportive team environment. We offer flexible working arrangements where possible, along with training and development programs to help employees reach their full potential. As a long-standing Irish employer, we take pride in fostering a positive, stable, and rewarding workplace.
Vacation, Paid time off, Retirement plan and/or pension, Competitive salary, Long service recognition
Salary
€30,000.00 - €32,000.00 per year
