Do you love providing exceptional customer service and taking ownership of the customer journey from start to finish?
Do you have experience working in a busy office-based customer service, sales support, order processing or customer account environment?
If you're someone who enjoys building relationships with customers, managing orders, solving problems and making sure everything runs smoothly behind the scenes, this could be a great opportunity for you.
I’m currently recruiting 2 experienced Customer Service Advisors to join a friendly, high-performing team within a successful and fast-paced business.
This is an office-based customer service role, managing established customer accounts from order through to delivery. You'll be the voice of the business for your customers, communicating predominantly by telephone and email and working closely with other departments to make sure they receive the level of service they expect.
What you'll be doing
- Managing customer accounts from order placement through to shipment
- Handling a high volume of telephone and email enquiries
- Processing and managing customer orders accurately
- Building relationships with customers and becoming a trusted point of contact
- Taking ownership of queries, problems and complaints through to resolution
- Keeping customers updated and managing expectations when things don't go to plan
- Liaising with sales, production, logistics and other internal teams
- Accurately recording customer information and issues on internal systems
- Working to deadlines and agreed customer timescales
What I'm looking for
For this particular role, previous experience within an office-based customer service, customer account, sales support or order processing environment is essential.
You'll need to be confident managing customer relationships by telephone and email, rather than solely face-to-face, and comfortable taking responsibility for a customer account from initial order through to delivery.
You'll also need:
- A confident and professional telephone manner
- Strong written communication skills
- Excellent problem-solving skills
- The ability to manage several customer requirements at the same time
- Strong attention to detail
- Good administration and organisational skills
- Confidence using MS Office and computer-based systems
- The ability to work closely with colleagues across different departments
Experience of export processes would be an advantage, particularly Incoterms, export VAT and customs documentation, although this isn't essential.
GCSE/National 5 Mathematics and English, or equivalent, are also required.
If your experience has involved looking after customer accounts, managing orders and being the person customers rely on when they need something sorted, I'd really like to hear from you.
Benefits:
- Free parking
- On-site parking
Ability to commute/relocate:
- Hawick, Scottish Borders: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years of office-based customer service experience do you have?
- Have you previously managed customer enquiries and relationships primarily by telephone and email?
- Please briefly describe your experience of managing customer accounts, orders or enquiries in an office-based environment.
- Do you have experience using Microsoft Office and computer-based customer/order management systems as part of your day-to-day role?
Work authorisation:
- United Kingdom (required)
Location:
- Hawick, Scottish Borders (preferred)
Work Location: In person
