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Senior Customer Service Advisor

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​​​​​​​