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Customer Service Representative

7 months ago

Royal Tunbridge Wells, United Kingdom Avery UK Full time

**Primary Purpose**:

- Orders entry
- Inbound calls handling
- Small order management (online sales)
- Complaints processing

Our Customer Service team are busy serving two of our brands, ID&C + Identilam. Both brands specialise in prestigious and varied events - ranging from festivals to those in the Public Sector.

The Team forms a new and evolving part of our business. The heartbeat of communication and customer focus. The team are a blend of being the face of our business, whilst also being stewards of high quality information and order processing - ensuring everything is right first time before going into our production and procurement processes.

We predominantly serve the events industry and timing is everything. A cool, calm and organised approach when under pressure and tight time constraints is essential, along with a positive attitude and sense of humour.

**Key Responsibilities**:

- Provision of proactive, high-quality customer service
- Dedicated to meeting the expectations and requirements of both internal & external customers
- Taking receipt of all requests for order placement and data management
- Orders processing and management, including raising, reviewing, and tracking orders
- Order Amendments/Changes, i.e. delivery address, quantity PO number, additional names
- First point of contact for inbound calls
- Supporting customers with order progression
- Data entry
- Small order management (online sales)
- Engaged and proactive in our complaints management process - root cause and resolution
- Raising any errors with different departments, arranging remakes to be produced in required timeframes
- KPI’s tracking and providing daily/weekly/monthly reporting for Customer Service Team Leader
- Outbound shipment queries
- Bespoke sample pack coordination
- Supporting team performance by undertaking activity as required covering other team roles during absence or during peaks in demand
- Any other tasks that arise as necessary in support of the company’s aims and needs

**Reporting relationship**

Head of Supply Chain

↑

Customer Service Team Leader

↑

Customer Service Representative

**Experience/ Core Skills**
- Experience in Customer Service or customer focused role
- Good understanding of the operational processes
- Knowledge of SAGE - advantageous, but not essential
- Due to extreme seasonality of our business, flexibility and additional hours would be required at times
- Patient and flexible, organized and very positive attitude
- Strong customer focus and team focus
- Exceptional communication skills
- Strong sense of customer service
- Excellent telephone manner
- Excellent attention to detail and organisational skills
- Eager to improve processes with the team support
- While not customer-facing, this key role directly impacts on a customer’s experience

You will be surrounded by a diverse group of enthusiastic, energetic and fun-loving people who work hard but balance this with ample opportunity to enjoy being part of a successful team in industries that foster a naturally social environment.

The industries we serve are fast paced, dynamic and challenging at times, so a zest for meeting this head on is imperative. We support each other through leadership, great communication, teamwork and togetherness.

We aspire to be a ‘great place’ to work and continue to invest in our people, surroundings and activities.

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

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Company pension
- Free flu jabs
- Free parking
- Life insurance
- On-site parking
- Private medical insurance

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Tunbridge Wells: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)

Work Location: In person