The ercol Spring sale is now on at participating stockists. Selected pieces now reduced. See our offers page for full details.

Expand
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 Judith.Stratford@ercol.com​​​​​​​