Specialist Customer Services Advisor

1 week ago

Leicester, Leicester, United Kingdom Cromwell Group Full time

Hybrid Working Available - Leicester


No matter where you are in your career - or where you want to be - we're here to create a great place to work where you can grow, perform and love what you do.

At Cromwell, we're all individuals, with unique backgrounds and personalities.

But we have one thing in common:
delivering exceptional service for our customers. And we do this through our purpose of
Keeping Industry Working.


Our CSC team is looking for a International Specialist Customer Services Advisor to join our growing team to deliver a professional, credible and timely service which supports the needs of our customers, suppliers and stakeholders, and offering a best-in-class service with a single call resolution philosophy.


What's in it for you?

  • Competitive annual leave allowance with annual purchase scheme
  • Hybridworking opportunities
  • Monthlypaid Customer Service bonus
  • Group Personal Pension
  • Company Funded Healthcare Cash Plan
  • Cycle to work scheme
  • Commitment to employee development plans
  • 24/7 Wellbeing and Employee Support"

Other benefits include:
Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.

What will you do on a normal day?

  • Be a valued teammember of the international Specialist Customer Services team and the International Branch network.
  • Provide a remarkable Cromwell Customer Value Proposition (CVP) to support our international branches that drives our customers to stay with Cromwell.
  • Resolve international branch issues accurately and within agreed individual SLAs, to deliver customer loyalty by liaising with the international branches, sellers, and suppliers via multiple communication channels.
  • Build and grow strong relationships with our international branch colleagues, attending catchup meetings as necessary.
  • Ensure pricing quotes are accurate and timely and adhere to sales and pricing policies within agreed SLAs.
  • Continually progress quotes with the international branches in line with company guidelines to drive success.
  • Deal with the international branch enquiries effectively for example: product, stock, invoices, POD's, returns handling and any other general enquiries.
  • Inform the international branches of insufficient stock levels against their purchase orders and proactively advise them of alternative products.
  • Liaise with external suppliers to source products and substitutes where required.
  • Ensure an accurate due date is added to the order where a backorder is in place.
  • Ensure that all orders are entered onto the business system, using the right product code, or generating temporary (ZZ) codes where required.
  • Manage all complaints to a satisfactory and timely conclusion.
  • Maintain effective engagement through all levels of the organisation.

Key Relationships

  • Peers and wider Customer Service
  • International EMEA Sales & Branch
  • Compliance and Health, Safety, Quality and Environment (HSQE)
  • Supply Plan
  • Warehouse
  • Export Shipping
  • Suppliers

What are we looking for?

  • Basic sales skills including sales closing
  • Planning, time management and organisational ability including the ability to multitask
  • Initiative, drive and enthusiasm
  • Excellent verbal and written communication skills
  • Excellent IT skills including comprehensive understanding of Microsoft Office, particularly Outlook, Excel and PowerPoint
  • Flexibility and adaptability
  • Business and interpersonal communication skills
  • Attention to detail

About Cromwell


Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades.

We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.


Our Customer Service team, working across the country, supports both our customers and Sales team and is vital in delivering the great service that Cromwell is known for.

Handling over 15,000 customer interactions each week, these range from placing an order, generating a quote or sourcing a more bespoke product, through to more complex customer resolution queries or technical product support.

We're all individuals, yet we're very much one united team.

We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences.

Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it's about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is an Equal Opportunity Employer.

Location:
Leicester (Head Office)
Working Hours per week:38
Contract Type:Permanent - Full Time

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