Customer Service Advisor

6 months ago

Newcastle upon Tyne, United Kingdom IPS Corporation Full time

**Job Title**: Customer Service Advisor

**Job Location**: Newcastle upon Tyne, United Kingdom

**Reports to**: Customer Service Manager, IPSA Europe

**About the Company**:
IPS Adhesives is a global supplier of adhesive and related solutions to a wide variety of markets. The roles covers operations for three brands, Scigrip for Structural Adhesives, Integra and Unika covering kitchen products is focused on solving problems and delivering value to our customers through great people, class leading adhesive technologies, and innovative and flexible packaging and service offerings.

Reporting to the Customer Service Manager, IPSA Europe, the Customer Service Advisor is responsible for ensuring our customers receive a world class customer experience. They are the internal customer champion who ensures that our customers’ needs are met in a manner that exceeds their expectations. Being the voice of customer is their priority to ensure that we are continually monitoring and improving our customer service levels. This includes the completion of the following tasks;
- **Management of communication from and to customers**
- Management of SalesForce customer communication: case classification and response
- Build sustainable relationships of trust with customers through open and interactive communication
- Maintain effective customer engagement, from enquiry through to delivery, complying with all KPIs, with emphasis placed on ‘on time in full’
- Manage complaints, including non-conformances, and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution is to a satisfactory standard, including replacement stocks, credit notes, etc
- Provide accurate, valid and complete information
- Provide technical advice, where needed, in relation to product capabilities, working with the buying and quality teams as applicable
- Update customer portals as needed. Examples: Hafele, Screwfix, Axminster, Selco
- Communicate requested information to customers and gather trends and needs of customers to the sales and marketing team
- **Order Management**:

- On receipt of sales orders’, check for accuracy of content, based on product availability and lead times, before processing
- Process order into ERP system (Oracle E1)
- Maintain accurate, pricing information and up to date lead times and any relevant delivery conditions as per Internal Business Service Standards
- Book delivery time slots
- Inform export customers of estimated time of arrival when sending export confirmation
- Provide delivery manifests for key accounts
- Specifics: Manage Amazon Vendor Central and ASN processing
- Maintain EDI orders, Post invoices on EDI
- Track shipments for all customers e.g. TNT, DPD, Pallet ways
- Check discrepancies with customers, prepare debit/credit notes, obtain internal approvals and issue the notes to customers
- **Analysis and continuous improvement of processes and tools**
- Analyse, identify and report variations/trends of existing customers
- Collate data and provide monthly customer/item variation reports and other adhoc reports as required
- Active participant in Kaizen/Continuous improvement objectives/ Problem solving,
- Work with planning, purchasing and warehouse teams to ensure stock is available for order fulfilment
- Receive instruction and complete internal New Product Introduction for new products, including creation of new barcodes
- Understand contract agreements with customers and suppliers / Maintain and update as required
- Completion of general office administration duties
- Support finance team as needed to collect payment on-time
- **Customer management and satisfaction**
- Monitor the dashboard and defined KPIs to improve the customer experience: speed of response, quality of interaction and information
- Assist customers with account management, including setting up new accounts

The duties and responsibilities highlighted in this Job Description are indicative and may vary over time. Post holders are expected to undertake other duties and responsibilities relevant to the nature, level and extent of the post.

**Education and/or Work Experience Requirements**:

- Experience:

- At least 1-3 years’ experience working in a customer service environment, which includes handling export customers
- Experience of working in a manufacturing / distribution environment preferred
- Experience of key stakeholder management
- Fully IT conversant and able to interact accordingly, using a variety of platforms and systems. Proficiency in Microsoft office Excel & Word
- Skills:

- Customer orientation and passion for positive customer experience
- Representation - appropriate attitude and dress
- Able to work collaboratively as part of a busy customer service team and wider operations team
- Comfortable challenging internal stakeholders, when required, to achieve customer fulfillment
- Ability to manage conflicting deadlines and able to prioritize accordingly
- Ability t

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom First Recruitment Group Full time

    **Customer Service Advisor** **Location: Stoke-on-Trent** **£22,000 with Commission (OTE to earn £24,000 within 1 year)** Are you a proactive and friendly individual with a passion for helping others? Do you thrive in a dynamic and evolving environment? If so, my client is looking for you to join their team as a Customer Service Advisor in Stoke-on-Trent...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom First Recruitment Group Full time

    **Customer Service Advisor** **Location: Stoke-on-Trent** **£22,000 with Commission (OTE to earn £24,000 within 1 year)** Are you a proactive and friendly individual with a passion for helping others? Do you thrive in a dynamic and evolving environment? If so, my client is looking for you to join their team as a Customer Service Advisor in Stoke-on-Trent...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Page Personnel Full time

    A new exciting Permanent Customer Service Advisor Position in Newcastle! - Working for a reputable business within the Property Sector! **About Our Client**: Page Personnel have just registered a new exciting Permanent Customer Service Advisor Position to work for a reputable business within the Property Sector! This would be an exceptional opportunity for...

  • Customer Service Advisor

    8 months ago

    Newcastle upon Tyne, United Kingdom Russell Tobin Full time

    What are we looking for in our **Customer Service Advisor?** **Customer Service Advisor - Newcastle - Contract to Perm** **Client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors** - Answer contacts promptly and professionally - Log/Validate all contacts on the provided case/call logging system. - Resolve...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Russell Tobin Full time

    What are we looking for in our **Customer Service Advisor?** **Customer Service Advisor - Newcastle - Contract to Perm -** £11.44 to £12.44 an hour.** **Client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors** - Answer contacts promptly and professionally - Log/Validate all contacts on the provided...

  • Customer Service Advisor

    7 months ago

    Newcastle upon Tyne, United Kingdom Digby Morgan Full time

    summary - _ newcastle upon tyne, north east_ - _ £13.00 - £17.00 per hour_ - _ contract_- specialism - it- sub specialism - support- reference number - PR-1219527 - job details Customer Service Representative / Advisor £13.00 to £17.00 per hour 6 Months Contract A well established consultancy firm is looking for a Customer Service Representative /...

  • Customer Service Advisor

    7 months ago

    Newcastle upon Tyne, United Kingdom Fusion Lifestyle Full time

    We are now hiring Customer Service Advisors **Who We Are**: Fusion Lifestyle has the mission to bring health and wellbeing to communities across the UK. We are a registered charity and we invest back into the communities that we serve. **Who You Are**: We are looking for local people who share our passion for customer service, accept only the best, and...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Specsavers Full time

    **Customer Service Advisor** **Location: Newcastle Kingston Park** **Working Hours: 40 hours per week to include weekend working** **Full Training provided** **Specsavers Perks** **Friendly, Supportive Team** **Customer Service Experience is preffered for this role** Looking for something new and a varied role? We are looking for a Customer Focused**...

  • Customer Service Advisor

    7 months ago

    Newcastle upon Tyne, United Kingdom Lookers Plc Full time

    OTE: GBP £30,000.00/Yr. Overview: **Lookers Newcastle Customer Contact Centre** **Salary: £22,000** **Working Hours: 40 hours** A truly great time to be joining Newcastle contact centre as an Aftersales Customer Contact Advisor. You will be reporting into Steven Bell (Central Sales and Customer Service Manager) and work alongside our friendly team of...

  • Customer Service Advisor

    2 weeks ago

    Newcastle upon Tyne, United Kingdom Randstad Technologies Recruitment Full time

    Customer Service Advisor Upto £17.20 (PAYE) 6 Months Contract Newcastle - Onsite Shift Work - Monday to Sunday A well established consultancy firm is looking for a Customer Service Representative Advisor to join their team on a 6 months contract with possibility of extension As a Customer Service Representative you will support customers with any...

  • Customer Service Advisor

    3 months ago

    Newcastle upon Tyne, United Kingdom CV-Library Full time

    Customer Service Advisor Upto £17.20 (PAYE) 6 Months Contract Newcastle - Onsite Shift Work - Monday to Sunday A well established consultancy firm is looking for a Customer Service Representative Advisor to join their team on a 6 months contract with possibility of extension As a Customer Service Representative you will support customers with...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Hadrians Recruitment Full time

    On behalf our award-winning Financial Services client, we are looking to recruit exceptional Customer Advisors to join their Insurance team. As a Insurance advisor, you’ll be at the forefront of the business and representing the brand. You will be supporting our customers through their journey, whether this is just a initial enquiry or if the customer is...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Specsavers Full time

    **Customer Service Advisor** **Store: Specsavers Newcastle-Kingston-Park** **Hours: Full time - 40 hours (weekend working is essential)** **Benefits: Additional birthday day off, Specsavers perks programme, staff, friends and family discounts, Wecare & Headspace, enhanced family & sick leave** - **Full Training provided - with great progression...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom Mitie Full time

    **Contract Type**: Permanent **Type of Employment**: Full Time **Hours**: 40 Per Week **Shift**: 0700-1530 or 0800-1700 daily **Salary**: £24,000 per annum **Location**: Benton Park View - Newcastle upon Tyne - BPR014 Newcastle Estate We are looking for a highly personable, empathetic, and driven Customer Service Advisor to join the Mitie team. As a...

  • Customer Service Advisor

    2 months ago

    Newcastle upon Tyne, United Kingdom Randstad Technologies Full time

    Job Description Customer Service Advisor Upto £17.20 (PAYE) 6 months Contract Newcastle - Onsite Shift Work - Monday to Sunday A well established consultancy firm is looking for a Customer Service Representative Advisor to join their team on a 6 months contract with possibility of extension As a Customer Service Representative you will support...

  • Customer Service Advisor

    4 months ago

    Newcastle upon Tyne, United Kingdom Randstad Technologies Remote Work Freelance Full time

    Customer Service Advisor Upto £17.20 (PAYE) 6 Months Contract Newcastle - Onsite Shift Work - Monday to Sunday A well established consultancy firm is looking for a Customer Service Representative Advisor to join their team on a 6 months contract with possibility of extension As a Customer Service Representative you will support customers with any...

  • Customer Service Advisor

    6 months ago

    Newcastle upon Tyne, United Kingdom ABL 1Touch Full time

    **Customer Service Advisor** **(This is a Maternity cover contract)** Do you have a passion for delivery first class customer service? Want to join a growing company with career progression opportunities? If so, we have an exciting role for you! **What we offer you?** - 28 days holiday (including bank holidays) - Healthcare Cash Plan (including Gym and...

  • Customer Service Representative

    6 months ago

    Newcastle upon Tyne, United Kingdom Switch Advisor Ltd Full time

    Looking for high motivated individuals in Newcastle! The Customer Servicerole comes with a combination of routes to market such as B2B, B2C, with constant development and uncapped earnings **Responsibilities**: - Converting warm and cold leads into sales through a direct sales approach. - Creating your own sales opportunities: cold leads in business to...

  • Customer Service Representative

    7 months ago

    Newcastle upon Tyne, United Kingdom Switch Advisor Ltd Full time

    Looking for high motivated individuals in Newcastle! The Customer Servicerole comes with a combination of routes to market such as B2B, B2C, with constant development and uncapped earnings **Responsibilities**: - Converting warm and cold leads into sales through a direct sales approach. - Creating your own sales opportunities: cold leads in business to...

  • Customer Service Advisor

    8 months ago

    Newcastle upon Tyne, United Kingdom Russell Tobin Full time

    What are we looking for in our **Customer Service Advisor - Newcastle?** **Customer Service Advisor** **Client is a major UK High Street Bank, looking for colleagues to join the team of Customer Service Advisors** - Answer contacts promptly and professionally - Log/Validate all contacts on the provided case/call logging system. - Resolve customer queries...