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Customer Service Specialist

3 months ago

Gosport, United Kingdom V3 Recruitment Full time

Job description
V3 are currently recruiting a customer service specialist for a friendly team within our client, who are based in Gosport

Monday to Friday 37.5 hours a week

Permanent Role - £23,000 per annum

Overall Objectives:

To manage the day-to-day workload of customer accounts, including being the natural point of communication for all account matters. You will be responsible for processing customer's day to day orders whilst maintaining the day-to-day data of your customers accounts, to include;

Production of the monthly invoicing
Capturing SLA data
When active running feedback reports
System maintenance
Master data maintenance and customer contacts
In addition, you should demonstrate a proactively helpful attitude towards others within the office and the warehouse and when they need assistance be prepared to help in a willing and positive manner.

To take responsibility and ownership of your activities and a natural support to your line manager.

To ensure everything is running to your customers satisfaction and ensure we are exceeding their expectations. To ensure that you immediately escalate any customer service issues to your line manager and be proactive in the provision of excellent customer service at all times.

Core Skills:

Competent IT user experienced in using standard MS office tools and business applications including bespoke web-based customer ordering system (Pharmisa) and SAP.

Good verbal and written communication skills.

Key Tasks:

To be the first point of contact both via telephone and email for your customers.
To produce accurate and timely monthly invoicing and SLA data.
Run weekly on-line feedback reports and analyse the responses. The overall objective is to maintain and where appropriate improve field force perception of services.
To recognise when customer issues need to be escalated to your line manager and do so in a timely and informative way, ensuring you provide the appropriate level of detailed information and suggest improvements.
To ensure that you maintain an organised and well communicated work in progress' system both electronically and hard copy paperwork, in order that in your absence, matters can be delegated and managed in an organised manner.
To answer the telephone for both internal and external calls using the in- house style.
To receive and process customer orders in an accurate and timely manner.
To process customer requests regarding system maintenance including (collections/deliveries/POD's, rep changes new product codes, updating order dates, amending allowances, uploading images and data housekeeping).
Respond to all email enquiries in a professional and timely manner.
To respond to warehouse queries in a timely and professional manner.
To ensure that all data capture required for customer reporting is accurately logged and completed within daily/weekly/monthly time constraints.
To track orders and investigate any problem orders via the appropriate method.
To manage and escalate where appropriate any parcel force delivery issues via the helpdesk.
To ensure that all filing is carried out on a regular basis and archiving is carried out at least monthly.
Have a good knowledge of our systems (SAP, ISA Admin, Smartsheet, Parcel force, Word, Excel, E-mail, Scanner).
Ensure your working environment and equipment (PC, Telephone, Printer etc) are kept in good order.
To manage workload by prioritising and asking for help and support as and when necessary, within your team, Customer Service Supervisor and the department as a whole.
To be aware of your colleague's workloads and if you have available time, offer to help with their workload.
Reception and post cover for holidays and sickness.
Job Types: Full-time, Permanent

Pay: £23,000.00 per year

Benefits:

Company pension
Free parking
On-site parking
Schedule:

Monday to Friday
Work Location: In person