Senior Customer Service Advisor
Job Title: Senior Customer Service Advisor
Work hours: Full time. Monday – Friday 09.00 17.00
The Role
The role is vast and varied and as a part of the CS Team bridges the space between our manufacturing/production teams and our retailer customers and to a lesser extent end users and members of the public.
Delivering excellent Customer Service in line with the ercol ethos and always representing the business in a positive manor.
Utilising our intuitive CRM system that logs repairs and replacements and liaises with our Factory and suppliers.
Supporting the Head of Customer Services in day-to-day tasks including reporting and Team Supervision in her absence.
Role Duties
- Receive a high volume of incoming telephone and email enquiries.
- Dealing with complaints in a professional manner and to a satisfactory conclusion
- Liaison with internal teams including sales, manufacturing, production and logistics.
- Managing customer orders from creation through to assisting to facilitate on time delivery.
- Logging, assessing and solving service issues, raising RMA/Replacement orders when required.
- Log issues into CRM and update constantly and consistently so we have full detail of every issue that arises.
- Experience in Web and Direct to Customer Sales
- Covering Reception on a weekly basis
- Supporting Head of Customer Service in day- to- day tasks including reporting and team supervision in her absence.
Role Skills
- IT literate, including a strong knowledge of Microsoft Excel
- Web support
- At least 2 years of experience in a busy Customer Service environment.
- Able to work as part of a team in addition to working on own initiative.
- Able to work under pressure in a fast- paced environment.
- Mature, placid and tenacious in your approach to work, being professional at all times.
- Ability to take the team lead on an ad-hoc basis as and when required.
- Excellent attention to detail
- Ability to remain calm and factual when dealing with distressed and demanding customers.
How to Apply
Please email your CV to Judith.Stratford@ercol.com