Customer Service Coordinator

2 months ago

Weybridge, United Kingdom March Recruitment Full time

Customer Care Associate
Location - Weybridge
Hours - Monday-Friday 8:30am-5pm (office based)
Salary
- Duration - Temp to Perm

Summary of a Customer Care Associate

To provide excellent customer service to Customers ensuring Customer/dealer queries and questions are resolved, order entry and credit processing are maintained in line with department SOP’s, Work Instructions and KPI’s and to continuously look for new waysof improving the current efficiency of service and processing methods.

Responsibilities of a Customer Care Associate
- Process all orders in an efficient and timely manner.
- Record all customer query correspondence in Sales Force
- Respond to and manage effectively all customer queries e.g. product chases, product info, literature request
- Manage delivery service complaints
- Issue Returns, rebates & credits when required ensuring followed the correct approval process
- Organise the return of products to our warehouse following correct process
- Investigate thoroughly into all returns and exchange requests adhering to our terms and conditions.
- Check intercompany credit notes and investigate stock not deemed for resale
- Gain a good understanding of all promotions so can inform/promote our products to our customers
- Accountability for specific dealer or customer accounts
- Run back-order reports and distribute to dealers and/or advise and update customers including Reward customers
- Check system for mis-deliveries and advise customers of delayed orders
- Provide Proof of delivery for customers if required
- Investigate back-order date slippages and supply customers with appropriate updates/revised delivery information
- Liaise with couriers and warehouse for delivery information, claims, collections etc.
- Ensure accuracy of dealer /customer codes on the relevant files/records
- Supply documents required such as packing lists and invoices for audits
- Log all queries and complaints in Sales Force, chase for outcome for customer adhering to KPI’s
- Process Product complaints - opening returns received in deptment adhering to KPI’s, entering on Smartsolve, and returning to the warehouse

Key competencies of a Customer Care Associate
- Experience of working in Customer Service environment
- Excellent skills with MS Office
- Professional with proven ability to build appropriate relationships with external key customers
- Demonstrated problem solving and decision making abilities
- Able to work well within a team

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