Returns & Customer Service Advisor
Silver Cross is a great place to work, in a lovely environment with brilliant people. We're a 140 year business who's succeed because we care about our customers and we care about you. Come and join a great place to work!
Purpose of the role:
Based at our Service Centre in Earby, you will play a key role in supporting our retailers and customers by coordinating product returns, maintaining accurate records and providing regular updates throughout the after-sales process.
This is a predominantly office-based role (approximately 80% administration and customer communication, 20% product handling). You'll work closely with retailers, customer service teams and internal departments to ensure returned products are processed efficiently and customers receive excellent service.
What's in it for you;
- 25 days holiday (plus bank holidays) increasing to 28 with service, plus a day off for your birthday
- Salary sacrifice holiday purchase up to five days per year.
- Salary sacrifice pension with 5% company contribution, available to all ages
- Cash Health Plan- get money back on treatments
- Retail discounts
- Short day working every last Friday of the month
- Free car parking
- Salary Sacrifice EV and Cycle to Work schemes
- Regular communication events
- Regular social activates
Main duties and responsibilities
- Communicate with retailers regarding returns, product status and delivery updates.
- Process returned products accurately using Business Central and other business systems.
- Maintain customer portals with information relating to returns, deliveries and stock availability.
- Investigate and resolve retailer queries in a professional and timely manner.
- Liaise with Customer Services, Transport, Warehouse and Technical teams to coordinate returned products.
- Act as a key internal contact for Customer Services regarding return processing and delivery updates.
- Maintain accurate records and documentation.
- Support continuous improvement of processes and procedures.
- Carry out product handling and movement of returned goods as required.
- General administration duties.
Skills Required
- Previous experience in an administration, customer service, coordinator or office-based role.
- Comfortable communicating with customers and retailers by phone and email.
- Strong attention to detail and accuracy.
- Confident using Microsoft Office, particularly Excel and Outlook.
- Experience using business systems or databases.
- Able to prioritise workload and manage multiple tasks.
- Strong written and verbal communication skills.
- A positive team player who can build strong working relationships.
- Ability to document and improve processes.
Additional Information
Whilst this is primarily an office-based position, there will be some manual handling of returned products as part of the role.
Job Type: Full-time
Pay: £24,810.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Ability to commute/relocate:
- Barnoldswick BB18 6XB: reliably commute or plan to relocate before starting work (required)
Experience:
- administration: 1 year (required)
- Warehouse: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
