Customer Service Advisor

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Customer Service Advisor

  • Post Date:17th September 2020
  • Views 295
0 Applications
  • Salary Competitive Plus Benefits
Job Description

Purpose of the role:

To provide assistance to customers and colleagues throughout the Company’s customer service operations.

Responsibilities

Dealing directly with customers to ensure effective order management

  • Liaising with Area Sales Managers, and customers to ensure that the whole process, through to dispatch is managed effectively
  • Act as an partner to the customer by offering all possible alternative products if required
  • Manage customer and the Area Sales Manager’s expectation – provide effective communication of service levels
  • Effectively liaise with other departments to ensure all procedures and processes are followed and adhered to
  • Drive solutions and utilize all available resources in order to meet the needs of the customer
  • Drive and improve the ‘end to end’ order management process
  • Take a solution orientated approach to leverage system improvements within ERP
  • Provide daily key account management
  • Ensure the Company meets the Perfect Order Fulfilment delivery targets
  • Provide necessary information required by the customer including price, technical, health & safety information, consumption reports and account information
  • Negotiate order priorities with the demand planning department to best serve customer requirements
  • Provide high levels of customer service & support to sustain our customer satisfaction levels
  • Manage orders in line with standard procedures and a focus on dispatch deadlines and correct pricing
  • Provide product, price and delivery information to customers and colleagues in a timely manner
  • Maintain accurate information on the customer within Oracle • Encourage and develop a team culture within own team and across the Company
  • Ensure a proactive approach to the implementation of all HS&E requirements Qualifications/ Experience
  • Customer service and Business to Business experience required 
  • Experience of working in a fast pace, dynamic office environment
  • Qualifications to GSCE level required, additional qualifications desirable

This role would suit someone coming from an Import / Export / Shipping / Logistics environment

Knowledge

  • High level of commercial awareness
  • High level of written & spoken English is essential, a second language skill is desirable but not essential.
  • Fully conversant with order management processes and procedures Personal Qualities And Behaviours
  • Forward thinking and planning
  • High level of attention to detail 
  • Checking customer satisfaction levels on a daily basis with key accounts and Area Sales Managers
  • Possess a high level of decision making skill that positively impacts both internal and external customers
  • A logical thought process that involves ‘thinking outside the box’ when required
  • High level of customer focus
  • Ability to work in a team as well as independently
  • Ability to forge excellent relationships 
  • Excellent, professional phone manner