Customer Service Advisor

4 weeks ago

Tamworth, New South Wales, Australia Elucian Limited Full time

To work within the Customer Service Team, providing an excellent service and supporting the day to day running of the department

Main Duties

• Answering Switchboard overflow

• Taking calls and dealing with all enquiries from our customers/ the external sales team and the general public

• Dealing with all email enquiries

• Processing internet orders using Sage and our in-house systems

• Processing email orders using in house system

• Filing all paperwork on to our archive system

• Processing sample requests and internal picks

• Booking in deliveries for customers who require it

• Preparing quotes in Sage and in-house systems

• Providing information on part numbers etc. and some basic technical details

• Setting up customers for online ordering

• Promotions and mailshots for customers in designated areas

• Dealing with the carriers, chasing deliveries and obtaining POD's

• Maintain customer database to keeping contact details updated

• Overseeing forward orders, call offs and projects for your customers

• Monitoring customer's orders, deliveries, overseeing service levels, building rapport, making courtesy calls and resolving any issues for key accounts

• Working with other departments to ensure excellent efficient service from initial enquiry to despatch and after care service

• Entry of all debit notes, both emailed and posted, on to our in-house system

• Monitoring Returns email inbox and ensuring all queries are dealt with promptly

• Running credits from our in-house system and Sage

• Scanning debits and corresponding paperwork on to our archive system

• Deal with all incoming debit queries (via telephone and email) both internal and external

• Liaising with carriers and Quality department in organising collection of faulty goods

• Liaising with External Sales team on stock cleanse debits and compensating orders

• Liaise with External Sales team to resolve aged debit queries

• Investigating price queries with Customer Service, and the Commercial team

• Co-ordination of faulty returns and liaising with Quality departments on fault testing

• Dealing with POD requests from carriers

• Liaising with Credit Control on any returns that are holding up invoice payments to assist with a resolution

• Regularly chase all outstanding returns/queries by phone and email

• Produce and monitor reports, regularly update log histories on outstanding debits and meet targets and deadlines to resolve

• Scanning and validating documents on to our archive system

• Cover for the Bespoke Product Team in the creation and completion of works orders to rework a product

• Any other ad-hoc office administrator/customer service duties as and when required to support the wider team

Skills and Experience

• Be personable, professional and approachable and above all have excellent customer service skills, always offering the best personal service

• Be able to deal with difficult customers, always remaining calm and professional

• Be accurate and efficient at all times

• Have the initiative to find a resolution to any problems that may arise

• Work equally well in a team as well as being able manage their own workload and effectively manage their own time

• Should be flexible and adaptable, understanding what to prioritise in this varied role

• Willing to cover holidays and absences of wider team members

• Have previous experience in an Administration/Customer Service role

A basic knowledge of Word, Outlook, Excel and Sage would be beneficial but full training will be given

  • Option to purchase up to 5 extra days annual leave
  • Health Cashback Plan
  • Pension Scheme
  • Life Assurance
  • Free Parking
Site Location: Scolmore House, Tamworth, B79 7UL
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