JOB TITLE: Customer Service Advisor
DEPARTMENT: Head Office
IMMEDIATE SUPERIOR: Director of Business Administration
Job Overview
The core role is to provide exceptional customer service to both existing and potential customers of the business ensuring all matters are dealt with promptly and efficiently whilst ensuring the whole process is professionally managed from the beginning to end.
There is a strong requirement to assist and support the Managers in their strategic objectives and daily tasks.
Responsibilities
- Provide 1st line customer service by logging and tracking faults on our salesforce from instigation through to resolution.
- Co-ordinate engineer diaries effectively and efficiently.
- Manage customer communications to arrange engineer breakdown and maintenance visits together with machine installations and collections.
- Manage and process customer supplies, parts and consumable orders using Xero to create sales orders and delivery notes.
- Generate quotes and correspondence for supplies and maintenance contracts to current and prospective customers.
- Liaise and correspond with third party dealers and contract owners.
- Update salesforce as required to support engineers and customers.
- Manage customer queries, issues, and problems effectively and efficiently.
- Assist with licensing and decommission of franking machines.
- Assist with contract cancellation negotiations as required.
- Shipping parts and supplies to customers and engineers.
- Assisting in warehouse with shipping machines and admin tasks.
- Regularly update & maintain spreadsheets as required.
- General Salesforce administration, including updating customer address, contact and phone number details.
- Ordering and maintaining stock levels of engineer parts.
- Assist with logging and distributing all incoming sales enquiries and leads.
- Assist as required with processing sales orders.
- Arrange hotels and flights for engineers as required.
- Handle one off tasks and projects that may arise.
- Adhere to KPI's.
Skills
Essential
- Must be pro-active and show ability to resolve issues and find solutions.
- Good administration, numeracy, and literary skills with a keen eye for detail.
- Experience of working within a customer service role.
- Ability to follow policies and procedures.
- Effective communication both oral and written.
- Good understanding of UK geography and distribution of major towns and cities.
- Full PC literacy on Microsoft software packages.
- Must have a can-do attitude and be able to work as part of a team.
Preferable
- Salesforce and Xero experience preferable.
- Driving license preferable.
Salary dependent on experience.
Benefits:
- Company pension
- On-site parking
Work Location: In person
