Job Title: Customer Service Representative
Reporting to: Customer Service Supervisor
Work Hours: Full Time, 40 Hours Per Week, 08:00 – 16:30 (30 min unpaid lunch break)
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Purpose of the Role:
As a member of the Customer Service Team, you will be looking after the customer journey, from the initial enquiry to after sales support. You will work closely with our despatch, purchasing and technical teams to ensure customer needs are met and expectations are exceeded.
The ideal candidate will be highly motivated, possess a positive attitude, and be a team player with excellent organisational/time management skills.
Key Responsibilities:
- Handling customer enquiries by phone, email and live chat
- Creating quotations, processing purchase orders and taking orders by phone
- Advising customers on stock availability, lead times and technical information, by liaising with despatch, purchasing and technical teams
- Engage with technical support to continuously improve product knowledge and self-development training in both existing and new products
- Working with the Despatch Coordinator to resolve any order issues or amendments
- Handling order tracking enquiries
- Respond to any customer complaints to ensure that these are dealt with swiftly and effectively
- Logging customer returns, ensuring the ERP system is correctly updated, and that any credits to customers are passed to the accounts department for refund processing
- Updating CRM and customer records
- Identifying inbound sales or product opportunities, forwarding information to the Customer Service Manager or relevant department
- Assisting other departments where required
Knowledge, skills and experience required:
- Ability to work both independently and as part of a team.
- Ability to learn new skills and tasks as needed
- Excellent written and verbal communication skills
- Must be organised, able to prioritise and be comfortable dealing with multiple tasks simultaneously
- Excellent customer service skills
- Proficiency in Microsoft Office, and ability to learn new software packages quickly
- To undertake any reasonable additional tasks or duties as asked of you, from time to time.
- Ensure that you understand and are familiar with your responsibilities and duties as contained in the company’s Health & Safety procedures
Salary Range £27,000 – £30,000 per annum (depending on experience)