About Us:
For over 50 years, SIP (Industrial Products) Limited has been a flagship supplier of high-quality machinery and equipment to the ever-growing engineering, construction, automotive and agriculture marketplaces.
About the Role:
The core objectives of the Customer Service Advisor role is to work in tandem with Customer Service, Technical and the Service Departments to provide effective technical advice to a network of distributors and end users, by supporting our warranty returns process and managing the customer tickets and providing an excellent customer experience.
Reporting to the Customer Service Manager, you will actively assist our customers and colleagues in finding repair solutions should they have Warranty Issues.
Overall Responsibilities:
- Inquiries & Support: Answer incoming calls, emails, or live chats, providing detailed information about products, services, and customer enquiries
- Issue Resolution: Investigate and resolve customer complaints, process refunds or replacements, and escalate complex issues to the appropriate department
- Order Management: Process customer returns, handle transactions, update accounts, manage the returns process and Carrier claims
- Database Maintenance: Update and log customer interactions into the Customer Relationship Management (CRM) system (Freshdesk) and the company ERP system (One Office)
- Ticket Management: Review the Customer Service tickets ensuing they are directed to the most relevant internal colleague and host the weekly CS meeting?
- Fault Finding: Provide basic engineering and technical support to Distributors & End Users
- Warranty Process: Process warranty returns, whilst representing the SIP Warranty Policy where there is a need to do so
- Investigate and Diagnose machines with problems and attempt to resolve where possible over the phone and email
- Customer Communication: Progress and chase customer escalations to satisfactory resolution
- Internal Relationship: Continuous liaison with Sales, Purchasing, Service and Warehouse Departments
Skills & Competencies:
- Excellent communication skills - verbal and written
- Strong problem-solving and conflict-resolution skills
- Ability to manage multiple tasks and prioritise workloads effectively
- Analytical mindset with attention to detail
- High level of patience and professionalism
- Approachable and supportive
- A professional and empathetic approach to customer service
- Experience of handling complaints and achieving positive customer outcomes
What You Will Bring:
- A wealth of experience dealing with customer issues whether face to face or over the phone
- Knowledge of basic Microsoft Office functions
- A wealth of experience dealing with customer escalations whether face to face or over the phone
- Skill of multi-tasking and time management
- Understanding of the need to prioritise workload based on level of urgency
- A good general knowledge of warranty processes
- Excellent telephone manner with the ability to communicate effectively
- Ability to work accurately under pressure and meet deadlines
- High degree of attention to detail
Benefits:
- Company Pension
- Employee Discount
- Free Parking
- Sick Pay
- Role-based Training
Schedule:
- Monday to Friday
- No Weekends
Pay: From £28,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Sick pay
Work Location: In person
