Duration: 12 Months


Purpose of the Role:

The Customer Service Advisor is the first point of contact for customers, and is responsible for delivering excellent customer service and ensuring all customer orders are delivered as requested (on time, in full).

Key Accountabilities
Order lifecycle management
Maximising customer satisfaction level and order entry accuracy
Building strong relationship with customers, sales and logistics functions
Timely handling all incoming customer queries and requests
Continuously improving service levels in cooperation with the internal teams and other parts of the business to strive for excellence in a highly competitive environment
Reporting (daily, weekly and monthly reports)
Continuously improve the customer service process
Manage issue resolution for respective sales organisation(s)
Continuously support system and process improvement initiatives
Support other functions and processing activities (billing, clearing, customer spend processing)
Any other tasks requested by line manager

Skills:
Excellent interpersonal and communication skills
Excellent customer service and customer care mind-set
Willingness and ability to build great relationships with customers
Positive ’can do’ attitude
Accuracy and attention to details
Ownership, entrepreneurial attitude - drives issue resolution, escalates where necessary
Willingness to gather excellent knowledge of customers and market specifics
Looking for and responding to feedback
Always looking for issue resolution and service improvement
Active team player, always there to help others
Understand and comply with the controls in own area

Education:
5 GCSE / O Levels (inc. Maths & English) or equivalent qualification At least 6 months
Customer Service Experience in a busy customer service role
Excellent spoken and written English
Some experience of Microsoft Office suite would be advantageous
Knowledge of SAP and Client/CRM tools is a significant advantage