Unicrimp are looking to appoint a Customer Service Advisor providing an excellent service and supporting the day to day running of the busy Customer Service department.
Main Duties:
1. Overseeing assigned accounts/customers offering full support to customers and External Sales Managers
2. Input a wrap up code info for each inbound and outbound call
3. Answering Switchboard overflow
4. Raising claims with carriers for lost or damaged goods
5. Taking calls and dealing with all enquiries from our customers/ the external sales team and the general public
6. Dealing with all email enquiries
7. Processing internet orders using Sage and our in-house systems
8. Processing email orders using in house system
9. Filing all paperwork on to our archive system
10. Processing sample requests and internal picks
11. Booking in deliveries for customers who require it
12. Preparing quotes in Sage and in-house systems
13. Providing information on part numbers etc. and some basic technical details
14. Setting up customers for online ordering
15. Send out promotions and mailshots for customers in designated areas
16. Dealing with the carriers, chasing deliveries and obtaining POD’s
17. Maintain customer database to keeping contact details updated
18. Overseeing forward orders, call offs and projects for your customers
19. Monitoring customer’s orders, deliveries, overseeing service levels, building rapport, making courtesy calls and resolving any issues for key accounts
20. Working with other departments to ensure excellent efficient service from initial enquiry to despatch and after care service
21. Entry of all debit notes, both emailed and posted, on to our in-house system
22. Monitoring Returns email inbox and ensuring all queries are dealt with promptly
23. Running credits from our in-house system and Sage
24. Scanning debits and corresponding paper work on to our archive system
25. Deal with all incoming debit queries (via telephone and email) both internal and external
26. Liaising with carriers and Quality department in organising collection of faulty goods
27. Liaising with External Sales team on stock cleanse debits and compensating orders
28. Liaise with External Sales team to resolve aged debit queries
29. Investigating price queries with Customer Service, and the Commercial team
30. Co-ordination of faulty returns and liaising with Quality departments on fault testing
31. Dealing with POD requests from carriers
32. Liaising with Credit Control on any returns that are holding up invoice payments to assist with a resolution
33. Regularly chase all outstanding returns/queries by phone and email
34. Produce and monitor reports, regularly update log histories on outstanding debits and meet targets and deadlines to resolve
35. Cover for the Bespoke Product Team in the creation and completion of work orders to rework a product
36. Any other ad-hoc office administrator/customer service duties as and when required to support the wider team
37. Making outbound calls regularly to your VIP key accounts.
The ideal candidate will:
1. Be personable, professional and approachable and above all have excellent customer service skills, offering the best personal service at all times
2. Be able to deal with difficult customers, always remaining calm and professional
3. Be accurate and efficient at all times
4. Have the initiative to find a resolution to any problems that may arise
5. Work equally well in a team as well as being able manage their own work load and effectively manage their own time
6. Should be flexible and adaptable, understanding what to prioritise in this varied role
7. Willing to cover holidays and absences of wider team members
8. Have previous experience in an Administration/Customer Service role
9. A basic knowledge of Word, Outlook, Excel and Sage would be beneficial but full training will be given
Benefits:
* Option to purchase up to 5 extra days annual leave
* Health Cashback Plan
* Pension Scheme
* Life Assurance
* Free Parking
Site Location: Scolmore House, Tamworth, B79 7UL
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