Customer Service Advisor – JS231

Role Summary:

The Customer Service Advisor is responsible for advising and interacting with customers to provide answers to queries involving our product or services, orders and general enquiries, including technical information. They will be responsible for formulating quotations, including supporting the sales team with their quotations, record keeping, liaising with the Production Department regarding customer orders and delivery dates. They will strive to offer a service that is perceived by customers and consumers as world class, consistently ensuring timely and efficient solutions and advice and striving for continuous improvement.

Main Responsibilities and Challenges

· Answer customer calls within agreed Service Levels.

· Ensure that all calls taken are wrapped up at the end of each call.

· Ensure that all return calls are made & any delays in dealing with these are escalated to direct report support.

· Handle Technical queries first line of support for our customers.

· Process ALL types of customer orders including pro-forma and free or charge orders ensuring they are all entered before end of business each day.

· Actively promote seamless tools available to all customers.

· Process customer concern and follow them through until final resolution including arranging transport bookings, ensuring all new concerns are processed before end of business each day.

· Communicate delivery failures to our customers on a daily basis for all customers.

· Ensure that any communication regarding sale orders, delays deliveries are recorded within ERP system or similar.

· Regular support on data cleansing order book — this includes orders on User Hold & Pro-forma’s.

· Maintain document manager linking all documentation to relevant systems.

· Provide support with orders on price hold, stock hold, credit hold and take ownership of clearing these bottle necks on a daily basis to avoid supply delays to our customers.

· Customer quotations are handled and activities cleared daily.

· Ensure that any delays in completing daily activities are reported directly to Assistant Customer Services Manager to support in meeting daily expectations.

· Maintain Document Management to ensure accurate and up to date information is available.

· Ensure that you operate in an ethical and responsible manner whilst protecting the company interests.

· Promptly & professionally handle any complaints and escalate to Assistant Customer Services Manager where necessary.

Standard Duties

· Understand, proactively embrace and positively act in accordance with our core values and beliefs; empowerment, innovation and integrity and consistently demonstrate the associated behaviours.

· Understand, proactively embrace and positively act in accordance with our code of conduct.

· Have an in-depth knowledge of customer service principles and practices, as well as relevant software and databases

· Be proficient in using Microsoft office packages and reflect good skills

· Be Confident, resilient and with the ability to handle challenging situations

· Demonstrate Commercial awareness

· Flexible attitude

· Ensure completion of all relevant compliance training and procedures.

· Assist with on-boarding of new staff into the business by helping with Training and providing information and assistance.

· Help and assist other team members, even outside of own individual tasks.

· Take pro-active responsibility for the improvement of KPI’s by providing data to Management and actions plans for improvement.

· To be responsible for the health, safety and welfare of self and colleagues in accordance with group and local EHS procedures.

Background and Personal Qualities

· Experience within a busy, customer focused environment

· The ability to work under pressure, to deadlines with a strong determination to solve problems and resolve queries

· A positive and friendly telephone manner.

· Experience of using Microsoft office packages with good computer skills

· Confident and resilient with the ability to deal with conflict and difficult people

Qualifications

· Basic School Education required with a minimum of GCSE or equivalent in Maths and English. Additional qualifications, such as A Levels or a vocational qualification would be advantageous.

Competencies (including skills and Knowledge)

Communication and Interpersonal Skills

Clearly conveys thoughts and ideas regularly and effectively in a variety of ways to fit the audience and situation (verbal, written, presentation). Involves and keeps others informed in a timely manner. Exercises tact and diplomacy. Seeks and welcomes constructive feedback and uses suggestions to best advantage. Understands and complies to the companies Code of Conduct and uses appropriate language and demonstrates professional behaviour at all times.

Self-Awareness

Has a good understanding of own abilities, potential, strengths and limitations. Is fully aware of impact of self on others and takes steps to continuously develop and learn from experiences and feedback.

Problem Solving

Obtains facts and data before making decision. Rapidly analyses complex problems, gets to the root causes and makes well-informed and timely decisions. Involves relevant people in decision-making to improve quality and to facilitate implementation.

Teamwork

Works cooperatively, collaboratively and effectively with others. Seeks ideas from others. Is open to reaching the same result in different ways. Builds a cohesive, high-performing team by establishing an open and trusting work environment. Willingly provides assistance.

Continuous Improvement

Adapts to changes in the work environment and job role. Initiates improvements for productivity, efficiency and/or cost savings. Supports kaizen methodologies. Is comfortable working outside of their comfort zone.

Planning and Organisation

Provides accurate time plans for project planning, sets realistic milestones and reviews appropriately. Makes effective use of tools, resources and time. Product Knowledge Commercial Awareness

Please get in touch with SFR Recruitment Solutions if you wish to learn more or apply for this position.