Customer Service Advisor

3 months ago

Gateshead, United Kingdom Virtuoso Doors Full time

**VIRTUOSO DOORS** is an industry-leading business, providing one of the largest high-end composite door ranges available. With a capability and capacity that continue to grow, Virtuoso Doors’ success is born from both the excellence of its products and the outstanding calibre of its people. Part of a group that includes Customade Group Ltd, Polyframe Ltd, and Stevenswood we are expanding and operate from our state-of-the-art manufacturing facility based in Gateshead.

We are now looking to recruit a permanent Customer Services Advisor for our Virtuoso Doors Division to join our team

**Summary**:
**Main Tasks and Duties / Responsibilities**:

- First point of call for customer enquiries and complaints for top 60 customers
- Forward planning to oversee future delivery requirements are met where there have been complaints
- High level of customer service including pre-order and after-sales care
- Logging complaints onto Evo Net and managing own workload
- Working as part of the Sales Support Team ensure that allocated work is completed
- Prepare reports for customers to show orders, invoices, credits and OTIF when required
- Liaison with other departments in resolving customer enquiries
- Prompt and efficient response to customers ensuring customer satisfaction
- To be able to meet daily KPI’s for actions required
- To ensure all tasks are completed within the required timescale
- Setting up new accounts on relevant software
- Supporting the external sales team in their duties
- Support any assign key accounts in any queries or issues
- Follow up on new customer orders for a 6 order period and feedback to senior management
- Assign relevant customers as red flag customers and monitor regularly, report these changes to production management
- Provide a high level of customer service at all times
- Handling of day to day queries
- Preparation of management information as and when requested
- Dealing with technical and service
- Liaison with external Sales team to provide feedback and improved levels of service
- Liaising with IT to update and ensure the smooth running of the various software systems
- Ensure compliance with health, safety and wellbeing policies and procedures to the highest standards, reducing or eliminating hazards, ensuring best practice and safe systems of work are operated, high standards of housekeeping are maintained etc. in liaison with HR and H&S Manager

The above tasks are the key aspects of the role but, like any other role, it is not possible to specify every single task and requirement of the role, you are required to carry out any reasonable tasks required of him/her commensurate with the level of the role

**Key Skills**:

- Strong administration skills
- High levels of Customer Service
- Good telephone manner
- Great attention to detail
- Patience and tenacity
- Excellent communication skills
- High levels of time management and ability to prioritise own workload

**What we offer**:
**Salary**:£10.84 - £11.18ph

**Contract**: Permanent

**Hours**: Monday to Thursday 7.30am-4.30pm, Friday 7.30am-1.30pm (38.75hrs pw)

**Location**: Gateshead

**Benefits offered**:

- 22 days Holiday leave plus Bank Holidays
- Company Progression
- Free onsite parking
- Death in service
- Paid Volunteering Day
- Uniform provided
- Discounts on our own products
- EAP Programme
- Training and Succession Planning

**_
Manufacture a better future, visit customade.co.uk/careers_**

A kind note to recruitment agencies - please do not send us CV’s to HR, Recruitment or managers

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