Customer Service Advisor
7 months ago
Are you a Customer Service Advisor looking for a new role? Movianto Haydock is hiring.
You'll be working 37.5 hrs a week, Monday to Friday and will be paid £25,750 per annum.
**Benefits**
This role will pay £25,750 per annum. Additionally we have a discount PureGym memberships, 33days of annual leave including bank holidays as well as the option to buy more, as well as access to a rewards platform, free flu vaccine, a workplace pension, access to Simply Health and other perks. You’ll also have access to My Rewards our benefits platform offering a variety of high street discounts, cashback and savings.
**Purpose of the role**
**Key Responsibilities**
- Taking full ownership of queries from start to finish you will investigate and resolve Customer Service queries, such as Late deliveries, Damaged deliveries, Temperature excursions, Delivery ETA’s & Shortages etc.
- Fully accountable for updating Clients on query updates and ensuring that Client are aware of the investigation status and its progress.
- Liaise with Warehouse & Transport teams to investigate the root cause of any service failures, identifying preventative and correct actions.
- Record and process Goods Uplift/Returns requests and liaise with the Client/Customer as required.
- Liaise with Clients and Customers in a courteous & professional manner, keeping them updated throughout the query and realigning their expectations when required.
- Proactively manage all open Incidents ensuring that they are closed as quickly as possible in line with Customer and Movianto SLA’s.
- Support the Internal Key Account Manager, providing information when required.
- Process Order Upgrade Requests and ensure that the correct party is billed for the additional cost.
- Log all Adverse Drug Reaction/Product Complaints, forwarding them on to relevant individuals and departments.
- Log and process Customer complaints in line with the complaints procedure.
- Monitor Critical Consignment deliveries reporting all required information to the Clients as required.
- Maintain administration, filing & Client specific KPI’s.
- When required attend internal and external Customer conference calls/meetings to discuss Customer Service issues.
- Actively participate in process improvement projects, contributing and assisting the Internal Key Account Manager.
- Identify and escalate any potential financial loss issue within the business.
- To ensure all applicable Company Quality procedures are followed at all times.
- To undertake any reasonable request that may be required from the business
**Experience/Skills Required**
**Essential**:
- Previous Customer Service experience ideally in a B2B Customer Service team
- Able to carry out investigations to identify root cause analysis of any service failures
- Good communication skills both verbally and in writing
- A professional and courteous telephone manner
- Competent in the use of Microsoft packages with strong typing skills
- Able to work under pressure and to strict deadlines
- Able to work effectively as a team or individually
- Excellent organisational skills with the ability to prioritise workload
- Good attention to detail
- Strong accuracy and data entry skills
- Passionate about good Customer Service
**Desirable**:
- Ability to identify preventative & corrective actions
- Trend analysis of service failures
- Working knowledge of Movianto UK SOP’s
- Ability to influence Customer both internally and externally
**Job Type**: Fixed term contract
Contract length: 12 months
Pay: £25,750.00 per year
**Benefits**:
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Life insurance
- Referral programme
**Experience**:
- Customer service: 1 year (required)
Work Location: In person
Reference ID: Runcorn customer service
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