The Customer Service Representative is responsible for providing outstanding customer service at all times and contributing to the successful growth of the business.
Our client is a market leader in the digital and mechanical security products industry.
It is a key role within the business in order for the company to meet customer expectations when it comes to quality and speed of both service and delivery. The company is striving to build brand in the UK and providing an excellent customer experience is key to this future success.
The CSR should maintain good customer relationships, and, in this regard, they will need to liaise with all other company departments. They should be comfortable in taking ownership for customer enquiries within their customer area before delegating to other appropriate functions where required.
They will also need to provide support to the external sales team and managers to ensure any customer issues or complaints are resolved as quickly and smoothly as possible. The CSR should be able to work well in a team; and have a self-driven and proactive attitude to work.
They will be responsible for managing their own time and diary to ensure all orders are despatched as soon as possible and all enquiries are resolved quickly and efficiently.
This role may involve limited travel across the UK.
Responsibilities
General
· Support the company’s customer base on a day to day basis, ensuring that customers receive the best possible customer service at all times.
· Direct communication with customers on a day to day basis to provide satisfactory solutions to any potentially problematical situations.
· Ensure that customer telephone calls and e-mails in are responded to in a prompt, professional and courteous manner.
· Process all customer enquiries to a satisfactory conclusion. Input all customer orders on Microsoft Navision correctly. Assist with queries relating to stock availability, order progress, customer concerns, customer returns.
· Liaise with the finance team on any credit control issues with customers that may impact upon onward processing of orders.
· Effectively liaise with all other internal functions in order to ensure customer queries are resolved in a timely manner.
· Help to maintain the customer database with accurate delivery and contact information.
· Proactively develop personal product knowledge and product applications using any resources available.
· Reflect company values in all communication with customers and by working as a responsible team member with internal and external colleagues.
Performance
· Contribution to agreed performance criteria within the sales office team on a daily/weekly/monthly basis.
· This will include but not limited to operational performance indicators including telephone response time, order processing time, customer enquiry response time and any other sales office performance measurement as agreed with the operations manager.
Key Accountabilities
· Answer customer telephone calls and e-mails in a prompt, professional and courteous manner whilst ensuring customer excellence.
· Take ownership for all customer enquiries to a satisfactory conclusion.
· Process customer orders and returns on Microsoft Navision correctly and follow through where necessary.
· Provide on-going support to the external sales team and sales managers.
· Help to maintain up to date and correct customer details in Microsoft Navision.
· Liaise with all other internal functions to ensure customer queries are resolved in a timely manner.
Experience and Skills
· Customer focused approach with a strong customer service background.
· Excellent telephone communication skills.
· Enthusiastic, self-confident, polite and friendly with a collaborative work approach.
· Able to maintain calm and work quickly even under pressure.
· Able to multi-task – work on their own initiative and be self-sufficient enough to hold the fort when team members are busy.
· Experience and understanding of IT systems with knowledge of Microsoft Office.
· MRP experience is a bonus.
· Ideally interested in / have an understanding of technical products.
If you are interested in this position, please contact SFR Recruitment Solutions.
