Customer Service Representative

3 weeks ago

Cramlington, United Kingdom Pure Fishing Full time

About Us:


Pure Fishing is a leading global provider of fishing tackle, lures, rods and reels with a portfolio of brands. We have operations in 23 countries and a dedicated workforce conversant in 25 languages. We have office bases throughout Eurpoe. Our mission is to provide the ultimate experience for anglers and customers through leading brands, innovative products, and superior services delivering exceptional financial results by a passionate, high performing team.


Job Summary:


Reporting to the Customer Service Team Leader, the postholder will be part of a multi-skilled team responsible for supporting the full customer journey. They will be responsible for all administrative processes to support an efficient service to our customers, consumers and to our Sales team.



Specific Responsibilities:


  • Liaising with all customers, consumers and our Sales team via phone and email. Providing an efficient and professional service by focusing on meeting their needs through courteous attention to detail and timely follow-up on all requests and issues.
  • Collaborating with the Customer Service team to ensure we are providing exceptional service to our customers and consumers.
  • Actioning calls and emails for faulty products and stock returns due to order errors or picking errors, liaising with customers, sales and the warehouse team as needed. Processing returned goods onto the SAP system.
  • Raising correct actions on the system, to include writing off credits for faulty goods or raising replacement orders under the Hardy warranty. Liaising with the warehouse and obtaining credit approval from management where needed.
  • Liaising with Service Centres regarding spares and repairs and arranging collections from customers for delivery to the warehouse, service centres or Cramlington office.
  • Updating and maintenance of SAP local master data.
  • Carrying out a variety of administrative tasks to support the Customer Service team.
  • Any additional similar duties as required to ensure the efficiency of the Customer Service function.
  • Assisting field Sales Representatives with customer orders/credits and exchanges.




Role Requirements:


  • A solid educational background is required.
  • 1-2 years of similar customer service experience is essential, with experience in a similar customer service environment being beneficial.
  • Excellent written and verbal communication skills are essential.
  • Knowledge of the fishing tackle industry and products is desirable.
  • A good working knowledge of Excel, Word and Outlook is essential with working knowledge of SAP being advantageous although training would be provided.
  • The ability to communicate effectively with colleagues, our customers, and consumers is essential.



What we can offer:


An attractive and competitive compensation/benefits package is available for the successful candidate, based on skills and experience, together with the learning, development and career opportunities you would expect in a global organization. We have a great flexible team-working environment, a highly dynamic and passionate team to work with, and the opportunity to progress for the right candidate.

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