Merchant Customer Support Specialist

3 weeks ago


Manchester, United Kingdom TK Components Ltd Full time

**Location**: Cranberry Drive, Denton, Manchester, M34 3UL (Office Based)

**Department**:Retail and Merchant***

**Employment Type**:Permanent - Full Time 40 Hours a Week - Monday to Friday

**Closing Date**: 21st April 2023 at 23:59pm
**About Us**

It all started in 1989 when Tom Kelly began to sell Kitchen Components from his garage. Fast forward 33 Years, TKC is a multi-channel supplier and is continuing to enjoy substantial growth. TKCs product range has increased hugely over the years and in 2017, TKC moved into the complete kitchen sector. Jigsaw was launched and has surged in popularity, taking market share very quickly. In 2019 we celebrated 30 years in business, the business is almost unrecognisable from the one in 1989.

**About You**

Our style and approach will reflect our values and behaviours; you will be committed to continually provide service excellence to our stakeholders, always aim to improve as TKC never stands still, work as one team in playing your part to get it right and create a positive environment as our people thrive.

**About the Role**

We are looking for an experienced Customer Support Specialist to join our specialised Retail & Merchant team. Possessing a passion for delivering exceptional customer service, our Customer Support Specialists are responsible for providing a first-class service to our Retail & Merchant customers. This role will suit an individual who is experienced in working in a very fast-paced environment, with an ethos that the customers needs are the main priority.
- Responsible for dealing with key account customers complaints and queries through to resolution whilst adhering to SLAs
- Make commercial decisions regarding the most cost-effective course of action required for the resolution of customer issues
- Establish and maintain professional and responsive relationships with customers to ensure total customer satisfaction while maintaining business standards and meeting all business objectives
- Identify business opportunities and process improvements
- Be methodical in ensuring that all contact with customers is recorded within our
- _ Customer Relationship Management_ (CRM) system, and maintaining a business plan to drive activity and your other objectives
- Liaising with all internal departments regarding customer service issues
- Raising replacement orders for key account merchant / retail customers
- Complete bespoke reporting requirements
- Manage back-order and stock re-allocation process
- Adhere to department KPI/service requirements/SLAs
- Review KPIs with the Channel Manager on a daily and monthly basis to ensure that the department is both meeting and exceeding targets
- Appropriate utilisation of TKC transport and third-party carriage
- Liaising with ASMs and other internal departments regarding customer service issues
- Provide cover for other members of the customer support specialist team
- Possess a passion for customer service excellence, via all communication methods
- Highly motivated to set and meet high performance standards based on excellence for the benefit of the customer, the individual, team members and internal customers.
- Proven experience and ability to deal with conflict resolution
- A strong work ethic and the ability to deliver under pressure
- Self-motivated with the ability to work on your own initiative and proactively self-manage your own tasks
- Experienced in developing and maintaining customer relationships
- Must possess the ability to build customer repour and ensure customer engagements level are maximised
- Flexible with a positive approach to new tasks and special projects and you will be a collaborative team player with outstanding customer focus and the drive and desire to provide a world class service.
- Strong analytical and problem-solving skills
- High energy team player with a sense of urgency to meet internal and external customer expectations.
- Ability to multi-task, prioritise a busy workload and use initiative.
- Good time keeping and excellent attention to detail are key

**Work Experience**

**Essential**
- Experience of working in a similar role
- Previous experience of working in a customer service role within an office environment
- Minimum of 5 GCSEs C or above including Maths and English
- Proficient in MS Office (particularly Excel and Word)

**Desirable**
- Experience of using Access Supply Chain
- Knowledge of the KBB industry
- Experience of using a CRM system
- A Level/NVQ in Business studies or equivalent



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