Customer Service Advisor
4 days ago
**Role Overall Purpose**
**Key Tasks and Responsibilities**
- You may be required to either work on a focus area or multiple areas of the Customer Service team.
- You may be required to support other areas on a rota basis (i.e. Discrepancies or Business as usual).
- Ensure that all incoming customer calls are handled efficiently offering complete customer satisfaction.
- Ensure that all discrepancies are handled efficiently and in a timely manner.
- Log all queries which require ASM or KAM intervention accurately on CRM.
- Advise customers on pricing and delivery changes.
- Input customer orders on CRM and associated systems to ensure all information is correct and up to date.
- Ensure all orders are accurately completed and either filed / scanned accurately or entered on the CRM.
- Management of customer accounts on SAP in conjunction with Accounts Department.
- Follow up verbal confirmations of pricing and delivery schedules with accurate written confirmation.
- Maintain regular contact with customers to ascertain satisfaction levels and where necessary effect changes to improve engagement and satisfaction levels.
- Maintain contact with Group HQ and operations to ensure consistent improvement on order delivery schedules.
- Ad hoc projects and tasks in support of the wider Customer Service and Business Development teams.
**Skills & Experience**
- Several years’ experience in a similar administrative role.
- Previous experience working in a customer service/call centre environment.
- Experience of working in the industrial electrical/automation industry.
- Experience of SAP or other comparable ERP system.
- Experience of ASM or KAM and CRM.
- Intermediate IT knowledge (Excel, Word, Outlook).
**Qualifications**:
- 5 GCSE passes at C or equivalent including Maths & English
- Level 2 in Customer Service
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