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Customer Service Advisor

Job Description

My client sources responsibly and ethically manufactured products from napkins, to paper cups to food packaging, from across the UK and overseas. Providing an excellent customer experience from the point of ordering, to the delivery of the items directly to the customer.

THE ROLE

I am currently advertising for a Customer Service Advisor vacancy within an office in Tamworth. It is a Service role, dealing with internal and external queries, supporting the orders brought in by the sales team. I'm looking for people who have got the drive and determination to offer amazing service every day. You should demonstrate the ability to truly connect with customers and offer best in class service and have the desire to go the extra mile and consistently delight customers.

KEY RESPONSIBILITIES/DUTIES

Summary

  • External and internal customer queries
  • Maintain account database
  • Process and coordinate non-standard order processing
  • New client welcome packs
  • Sample requests
  • Planning and organisation of specials events orders
  • Planning, organisation and delivery of all sales orders and customer requirements for the National Accounts special events calendar
  • Management of the Christmas stock allocation and communication function
  • Support the Customer Support Team with ad-hoc activities

Customer Service Responsibilities

  • Deal with all customer issues/queries and service information promptly, efficiently and courteously, ensuring appropriate follow-up is completed where required
  • Account database maintenance, ensuring all information is accurate and appropriate internal parties are notified upon completion
  • Maintain effective communications and good working relationships with all internal and external teams, particularly Operations, National Accounts, Sales, Stock Control and Credit Control to ensure maximum customer service levels are achieved
  • To process both manual and electronic orders accurately, ensuring any errors (Eprice/Eprod/Ecust) are amended in a timely fashion to ensure delivery schedules are not adversely affected
  • To perform all necessary maintenance tasks associated with the website functions and notify relevant parties where further action is required
  • Liaise with National Accounts team to ensure Roll Out, Mobilisation and New Client orders are processed efficiently, meeting customer expectations and achieving set KPI
  • Communicate effectively with the National Account Call Centres in relation to order processing, product, and stock enquiries
  • To provide a comprehensive sample provision service to both internal and external customers, ensuring all parties are advised in relation to delivery timescales
  • Support National Account Manager and Sector Heads to manage special events, including communicating and monitoring timescales for the events and developing customer relationships and delivering exceptional service
  • Coordinate and communicate seasonal activities such as stock holding and product switches where stock items are no longer available
  • Assist network of Branches with any queries in relation to National and multi-site accounts

PERSON SPECIFICATION

  • 5 GCSEs at Grade C or above, including Mathematics and English
  • Good verbal and written communication skills
  • A minimum of 12 months experience working within a customer service role is ideal
  • Exceptional interpersonal skills
  • Proactive
  • Positive outlook
  • Self-motivated
  • Flexible
  • Good PC Skills and computer literate (Outlook, Teams, Excel, and Word)
  • Manages own time efficiently
  • Accepts additional challenges and responsibilities willingly
  • Self-Motivated
  • Willing to help in areas outside of the role
  • Actively seeks to improve product knowledge
  • Use of initiative to ensure all daily/weekly/monthly tasks completed
  • Support Customer Support Team manager to ensure that tasks raised in ticketing system are dealt with to a satisfactory conclusion
  • Adapts to change and uses resources effectively
  • Set objectives, development, and priorities with Call Centre Manager
  • Show a genuine interest in and make sure that the needs of the customers are met in a way that benefits all parties
  • Demonstrate an understanding of the needs of internal and external key stakeholders
  • Exceptional interpersonal skills
  • Ability to use initiative
  • Good team player
  • Exceptional Telephone Manner

SALARY AND WORKING HOURS

Monday - Friday

37.5 hours per week

8 hour shifts with 30 mins lunch

Shifts are on a rota, please see below:

8.00 - 4.00pm, 8.30am - 4.30pm, 9.00am - 5.00pm

Salary is £19,500 per annum

Permanent contract

BENEFITS

  • FTSE 100 company
  • 20 days annual leave rising to 25 with length of service
  • Company pension
  • Share save scheme
  • Opportunity to purchase additional holiday
  • Bike to work scheme
  • Company discount scheme
  • Employee Assistance programme
  • Free parking
  • Free drinks
  • Smart/casual dress code

DOES THIS SOUND LIKE YOU?
Please send your cv and call Maisie on 0121 643 6954

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