Customer Services Advisor

6 months ago

Wells, United Kingdom TePe UK Full time

**Responsibilities**:
Order processing
- Processing of customer orders received via various methods including EDI
- Management of customers, including any issues, referring to Customer Services Coordinator where necessary.
- Raising and processing associated invoices, ensuring all dispatched goods are invoiced promptly and are reconciled to customer purchase orders.
- Liaising with the finance department on disputed invoices and debit notes
- Dynamic managing of dispatch dates, based on current and projected stock-levels, dispatch capacity and customer requirements
- Becoming an expert user of the ERP system ‘Jeeves’, with the support of the Customer Services Coordinator.
- Ensuring all ‘recompense’ orders are raised and any non-conformances (mis-picks, input errors, dispatch issues) are recorded appropriately

Administration
- Answering switchboard telephone calls, transferring as necessary, dealing with answer machine messages.
- Managing of and responding to all customer and consumer enquiries and complaints, collating data for analysis, referring to management where necessary
- Delivering class leading support to our customers - going above and beyond to ensure our customers receive the best experience possible.
- Creating the numerous ‘packs’ / samples required for all areas of the TePe UK business each week.
- Co-ordinating distribution of samples and requests for literature. Liaise with co-ordinator to re-plenish when stocks are low.
- Working closely with and providing support to all teams within the TePe group - exceeding expected levels of customer service

Continuous improvement
- Working with Customer Services Coordinator to identify areas for improvement and change, specifically but not limited to
- EDI, automation, systems, ways of working, simplification, improved customer experience
- Build strong relationships with customers and suppliers.
- FAQ’s
- Assist in the building of a comprehensive customer / consumer FAQ’s section on the website and a templated response for inbound queries
- Taking responsibility for FAQs being up to date, accurate and current.

Ad hoc
- Working with all stakeholders to ensure a working environment which is safe and without risks to the health, safety and welfare of employees and visitors
- Supporting the wider operations team and all other departments as and when required
- Deputising for Customer Services Coordinator during periods of absence

**Profile**:

- Approximately 3 years of relevant office experience to include customer services
- Professional attitude
- Self-motivated, supportive team member, able to show initiative and work unsupervised
- Hands on, flexible with a can-do attitude and ability to learn new skills
- Attention to detail essential
- Excellent communicator - for both internal and external customers
- Highly organised, able to prioritise conflicting demands to meet deadlines
- Compatible with the TePe culture

Status:

- Office Based
- 5 days per week

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