Customer Service Advisor

To work within the Customer Service Team, providing an excellent service and supporting the day to day running of the departmentMain 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 teamSkills 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 roleA basic knowledge of Word, Outlook, Excel and Sage would be beneficial but full training will be givenOption to purchase up to 5 extra days annual leaveHealth Cashback PlanPension SchemeLife AssuranceFree ParkingSite Location: Scolmore House, Tamworth, B79 7UL
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