Inbound Customer Service Advisor

7 months ago

Lincoln, United Kingdom FBS-Hormann Full time

**FBS-Hormann is one of the leading providers of loading bay equipment, Industrial doors, Gates and Barriers throughout the UK and Ireland providing innovative and eco-efficient solutions**

We currently have a fantastic opportunity for an Inbound Customer Services Advisor to join our growing team at FBS-Hormann.

**Job role**:
A key operational role to ensure sustainable business growth occurs. You will work cross-functionally with different areas of the business which are primarily area coordinators, engineers, stores/manufacturing, field sales, and customers.

To abide by & promote health & safety, ensuring all approved policies & processes are followed.

**Customers**
- Deliver an excellent service delivery for both regional & key account customers.
- Create new jobs for all customer call outs received within agreed internal service level.
- Deliver a service that meets customer SLA’s and KPI’s.
- Support to Achieve ‘turn around’ times on jobs so they are within agreed SLA’s.
- Pass on all correspondence or calls to relevant teams and staff members for updates or ongoing works.

**Operations**
- Handing over to and from OOH team

**Systems/routines**
- Achieve daily, weekly, monthly routines.

Update all systems in ‘real time’ for clear visibility to customers, including protean and customer portals.esponsibilities:

- Handle customer inquiries, complaints, and requests in a professional and timely manner
- Assist customers with product information, pricing, and order processing
- Perform data entry tasks accurately and efficiently
- Upsell products and services to customers when appropriate
- Analyze customer needs and recommend suitable solutions
- Maintain accurate and detailed customer records

**Skills**:

- Excellent phone etiquette and communication skills
- Strong data entry skills with a high level of accuracy
- Ability to analyze customer inquiries and provide appropriate solutions
- Proven ability to handle difficult or irate customers with professionalism and empathy
- Strong problem-solving skills and ability to think on your feet

If you are a motivated individual who enjoys providing exceptional customer service, we want to hear from you Join our team of dedicated professionals and help us exceed our customers' expectations.

Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Company pension
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person

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