To provide exceptional customer service by managing customer queries, processing orders, and resolving issues efficiently and in line with customer services standards. Along with the Customer Services Manager, the role ensures the smooth operation of the department and delivers a high standard of service to both internal and external stakeholders, ensuring the business reputation for service excellence.
Key Accountabilities/Responsibilities
Customer Support:
· Act as the first point of contact for customer enquiries ensuring prompt and professional responses.
· Resolve customer issues, including complaints and returns, in a timely and efficient manner.
Order Management:
· Handle UK orders, Export orders, Scheduled orders and Managed Services orders, ensuring all are processed accurately and efficiently.
· Monitor and manage backorders, ensuring timely communication with customers and fulfilment of outstanding items.
Collaboration and Coordination:
· Liaise with internal departments, Sales and Warehouse, to ensure all orders are fulfilled and delivered on time and in full.
· Proactively communicate with stakeholders about order status, delays or changes.
Administrative Duties:
· Maintain and update customer records in ERP and CRM systems, ensuring data accuracy.
· Prepare and distribute order confirmations, invoices, and other related documentation.
Quality and Compliance:
· Ensure all customer interactions adhere to company standards and regulatory requirements.
Continuous Improvement:
· Identify and escalate recurring issues or process inefficiencies to the Customer Services Manager.
· Participate in training sessions and contribute to developing best practices within the team.
Other duties
· Provide support to the Customer Services Manager with projects or initiatives to improve departmental efficiency and customer satisfaction.
· Assist with the onboarding and training of new team members as required.
· Support the coordination of customer communications, such as updates on delays, product launches, or service changes.
Handle additional administrative tasks or responsibilities as assigned by the Customer Services Manager to meet business needs.
Key Business Relationships
· Internal: Customer Services Manager, Sales Team, Warehouse Team, Finance Department, IT Support, Purchasing.
· External: Customers, Distributors, and other third-party partners as required.
Pay: £25,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Sick pay
Application question(s):
- Are you proficient in the use of Microsoft Office (Word, Excel and Outlook)?
Experience:
- Customer service: 1 year (required)
- Order management system: 1 year (required)
- CRM software: 1 year (required)
Work Location: In person
