Customer Service Advisor

**JOB DESCRIPTION**

**Section 1: General information**

**Job title: Customer Service Advisor**

**Department: Customer Service**

**Reports to: Head of Customer Service, Customer Service Supervisor**

**Section 2: PenCarrie’s story and purpose**

**PenCarrie’s story**:
With over 30 years’ experience, PenCarrie has built a strong reputation as a leading B2B supplier to the garment
decoration industry. Based in Willand, Devon, PenCarrie stocks over 3,500 product lines from over 75 of the
industry’s top brands from promotional t-shirts to high specification outdoor wear. With a primary focus on
meeting the needs of customers, PenCarrie delivers not just on choice but on customer service, reliability and
the values that make it one of the leading companies in the market. We are a family business employing 300
Team PenCarrie members each of whom is as passionate about the business as the next.

**PenCarrie’s purpose**:
The distribution partner that enables exceptional customer success.

**Section 3: Purpose and responsibilities of the role**

**Main purpose of role**:
We’re dedicated to helping our customers succeed and you will be the frontline of delivering an exceptional
customer experience and service level to build lasting relationships and contribute to the growth of the
company. Responsible for taking all incoming customer contacts, processing customer orders, dealing with
and resolving queries, you will work closely with all colleagues and teams to help our customers grow their
business. You will be a capable and resilient multi-tasker, a confident and empathetic communicator who
enjoys a fast-paced and supportive team environment.

The role is predominantly based in-house, with the opportunity for flexibility to work occasional days from
home as required (once fully trained.)

During training and induction, working hours will be 9:00 - 17:30 after which, contracted hours will be either
8:30-17:00, 9:00-17:30 or 9:30-18:00.

**Main responsibilities:
1. Develop and maintain customer relationships, demonstrating empathy at all times, to maximise
profitability and increase customer satisfaction.

chat. Own, research and respond to queries, solve problems, and process orders in the system to
ensure the customer receives an excellent experience at all times.

3. Investigate and resolve any customer issues in the most efficient way possible, to ensure excellent
service levels, escalating where needed.

4. Gain a clear understanding of customer requirements and expectations in order to recommend
specific products and solutions and secure new and repeat sales.

5. Develop and maintain an in-depth knowledge of the company’s full product range in order to supply
customers with accurate and appropriate information.

6. Undertake general administrative duties to ensure the smooth running of the department.
7. Help promote company activities, offers and raise the company profile by making calls to customers

and clients as required.

**JOB DESCRIPTION**

8. Work as a valued member of the customer services team, to make sure that work and tasks are
completed effectively and to agreed deadlines.

9. Identify and share ideas for ways that customer experience or efficiency could be improved.
10. Keep in contact with the Purchasing and Warehouse Departments to ensure all customer orders are

processed efficiently and accurately.
11. Work with the Marketing and IT Departments to ensure customer needs and requirements are met

effectively.
12. Work with the Business Development Team and Internal Sales Team with regard to customer

requirements, trading levels, and support requirements to contribute to the continued growth of the
company.

13. Maintain any reports and data gathering requested by supervisors/management as required,
contributing to business administration and planning.

14. Take on any other reasonable tasks or responsibilities as required within the general remit of the
role.

**Section 4: Person specification**

**Knowledge, skills and experience required**:
**Essential
- Excellent customer service skills, putting customer experience first.
- Experience in a previous multi-channel Customer Service role.
- Ability to build and maintain excellent customer relationships.
- Good IT skills (including Microsoft Office packages such as Outlook, Word and Excel).

customers.
- Excellent telephone manner with first class communication skills.
- A genuine desire to help our customers to develop their businesses.

**Desirable
**- Some outbound telesales experience.
- Experience of using a CRM system such as Salesforce, Microsoft Dynamics or NetSuite.
- Ability to work flexible hours on occasion, with advance notice.

**PenCarrie Values
**We’re dedicated to customer success.**
- Every one of us can make a difference to our customers’ experience.
- We actively look for ways to help our customers succeed.
- Our customers are considered in every decision we make.

**We build strong and respectful relatio