Job description
Shaw Contract - UK and Europe - Customer Service Representative [CSR]
Location – Sanquhar / Remote
Job Description and Responsibilities
Job Summary and Representative Overview:
As a CSR you will work within the Commercial Customer Service group supporting
UK & European businesses. You will ensure that all customer contacts are dealt with
effectively and courteously. This will include processing orders, preparing
correspondence and responding to enquiries as requested by the customer, sales,
marketing and customer service management team.
As a Shaw Representative, you will strive to deliver a world class customer
experience with a strong focus on First Contact Resolution. You will display a
professional ‘can-do’ attitude while interacting - multiple times a day - with key
customers. You will take ownership of customer support through detailed follow-up
from order processing to delivery of the product with a focus on continuous
improvement.
Essential Duties & Responsibilities:
- Perform all order entry, maintenance, and enquiries along with other duties as
assigned.
- Communicate all backorder and order issues to customers on a regular basis
- Communicate with customers on timescales throughout the sales process and
coordinate with the production team regarding the shipping of goods
- Monitor orders and inventory position as needed to maximise service and
reduce inventory and inventory handling costs.
- Analyse stock positions and proactively address concerns for customers
- Responsible for the resolution of routine questions and problems in a timely
manner, provide alternative suggestions to satisfy customer requirements
when necessary
- Must make sound decisions based on customer, company and employee
needs, while ensuring compliance with department and company policies and
procedures
- Seek to understand and anticipate the unique needs of customers
- Responsible for maintaining a professional relationship with customers
- Create a positive customer experience through professionalism, knowledge
and effort by creating a climate in which the customer has confidence in all
that we do.
- Retain knowledge of and understand the requirements provided for the
performance of all duties. Share best practice with other team members
- Analyse job-related information and make decisions based on previous
experience.
- Use good judgement to control call interaction and strive for First Contact
Resolution
- Personally promote a positive work environment by exemplifying honesty,
integrity and passion
- Professionally represent the company brand in all interactions and
correspondence
Requirements:
- Speak fluently in English and another European language
(French, German, Dutch, Spanish)
- A desire to deliver world-class customer service
- Strong attention to detail
- Clear, professional and concise communication skills; written and verbal.
- Must have proficient adaptable computer skills
- Basic mathematical skills
- Excellent organisational and time management skills
- The ability to think outside the box
Desired:
- 1-2 years Customer Service experience - within a sales or service
environment
Required Competencies:
- Communicate Effectively
- Build Customer Satisfaction
- Manage Work
- Learn & Apply
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Sick pay
Language:
Work Location: Remote
