Customer Service Team Member

2 weeks ago


Wellingborough, Northamptonshire, United Kingdom Avery UK Full time
Customer Service Team Member



REPORTS TO:
Customer Service Manager




LOCATION:
RAUNDS




HOURS:
36.25 PER WEEK


PRIMARY JOB PURPOSE


The Customer Service Team Member will provide support for our Business-to-Business (B2B) customers, and this can include (but is not limited to) processing / chasing of orders, providing product information, facilitating sample requests, updating product pricing, resolving any product complaints.

The Service Team Member may also be asked to support other areas of the Customer Service department and may need to assist the production team during busy periods to ensure that orders are delivered on time.


KEY ACCOUNTABILITIES

  • Develop clear and indepth understanding of products / product categories (existing and new)
  • Respond to customer requests and questions in a timely and supportive manner.
  • Address and escalate promptly any issues that may arise related to product, quality, or service including logging them in to a database, obtaining samples, validating the issue with the relevant internal team member, and communicating the outcome.
  • Process and progress sales orders and issue credit notes (once validated) for invoice queries.
  • Ensure that the customers receive their orders when requested and without discrepancies.
  • Work closely with our production, commercial teams, and other relevant crossfunctional team members to resolve issues.
  • Assist the production teams during busy periods to ensure orders are made and shipped according to business KPI's.
  • Manage the order book to ensure that any late orders are raised with the relevant teams.

REQUIRED QUALIFICATIONS/ SKILLS/ EXPERIENCE

  • Basic PC literacy including knowledge of MS Office is essential.
  • Proven commitment to the provision of a high level of customer service
  • Ability to stay calm under pressure and handle multiple tasks at any one time.
  • Must be an excellent team player participates in a group where he/she is not the leader, contributes to the group, liaises with others in the same workgroup to get a task done, listens to the views of others in the same group.
  • Commitment to results capable of prioritising and meeting objectives within deadlines specified.
  • Able to focus on key areas & balance requirement.
  • Selfdisciplined, able to work independently when required to fulfil objectives.
  • Willing to be accountable & take ownership of personal projects.
  • Attention to detail commitment to getting it "right first time".
  • Ability to pick up quickly and work with multiple systems within the business.
  • Knowledge of Avery products would be preferential.

Job Types:
Full-time, Permanent

Pay:
From £24,000.00 per year

Benefits:

  • Company events
  • Cycle to work scheme
  • Flexitime
  • Free flu jabs
  • Free parking
  • Life insurance
  • Onsite parking
  • Private medical insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Wellingborough: reliably commute or plan to relocate before starting work (required)

Education:

  • A-Level or equivalent (preferred)

Experience:

  • Customer service: 4 years (required)
  • B2B
Customer Service: 2 years (required)

Licence/Certification:

  • Driving Licence (preferred)

Work authorisation:

  • United Kingdom (required)

Work Location:
In person

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