Customer Service Specialist

5 months ago

Petersfield, United Kingdom SMI INT Group Ltd Full time

_This role is primarily based in _**Petersfield**_ _in our brand new Head Office. This is a very busy role, we are looking for confident, organised and eager individuals with previous office based Customer Service experience._

**Overview**

Ownership of a range of customer service activities within the business support division. Responsible for delivering and maintaining the highest quality customer service standards, executing fast and accurate order entry across a range of accounts. In addition, you will represent the company through service excellence on the telephone, communicating information in a polite and timely fashion.

**Role & Responsibilities**
- Proactively contact customers regarding product shortages and confidently offering alternatives
- Responsible for own pipeline of accounts and attending internal Service meetings
- Plan, prioritise and maintain a busy workload efficiently, whilst ensuring excellent customer satisfaction is maintained throughout the year
- Work closely with account managers to ensure the customer’s service needs are exceeded and information is communicated to all stakeholders
- Achieve monthly sales targets by using product and account knowledge to upsell and suggest alternative merchandise during a call or in writing
- Data entry of customer orders, in addition to confirming orders placed automatically through the online ordering system
- Responsible for order follow-up and returns process
- Communicate lead times on back orders to customers and/or Account Managers
- Collaborate with all departments to ensure orders are pushed through from start to finish on time to manage expectations
- Maintain accurate CRM records and online catalogues, working closely with the sale team to ensure opportunities are captured and handed over for follow-up
- Assisting the Sales team where required including reporting on accounts as requested
- Be flexible and supportive to the rest of the team and offer help where needed, especially during peak periods
- Anything else within reason requested by the management team

**What's in it for you?**
- A competitive salary of up to £26K (increasing after your probationary period)
- 10% monthly KPI bonus scheme (last year our current team hit this every single month)
- 33 days of annual leave (including bank holidays), increasing to 37 after 5 years
- EAP Scheme as well as regular wellbeing events, including monthly YOGA sessions
- Hybrid working, 1 day working from home each week
- **SMI are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.**_

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

**Salary**: £25,000.00-£26,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: Hybrid remote in Petersfield

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