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Operations and Customer Service Advisor

1 month ago

Wolverhampton, United Kingdom MAC Group Europe Ltd Full time

To provide excellent service to distributors, end-users, trade customers and sales teams.This is a varied role which includes:

- Liaising with customers
- Sales order inputting
- Providing support to the sales teams
- Assisting with inventory and logistic matters
- Liaising with finance dept.

**Key Tasks**
- Answer all incoming telephone calls and route them to the correct person where appropriate
- Provide first line pre
- and post-sales advice
- Ensuring all end user /dealer / distributor / online questions and enquiries and orders are processed in accordance with Mac Group Europe processes
- Processing online orders from various sales channels for dispatch from warehouse and UK office and UK office stock control.
- Liaise with 3-PL warehouses on any reported Customers Order discrepancies.
- Handling courier collections and deliveries. Dispatching goods from UK office and creating labels
- Produce RMA's and process all aspects of returns / warranty. Administer warranty / repair claims ensuring that all necessary documentation and parts returned are processed in line with MAC Group Europe’s warranty procedures and time schedules to ensure MG are reimbursed appropriately.
- To manage technical / product / repair enquiries from info inbox and telephone calls in a timely fashion
- Manage inventory and ordering of spare parts from manufacturer. Service and repair items where possible.
- Receive dispatch confirmations from the warehouse and invoice all sales channels dispatched orders
- Manage customers’ backorders and allocate incoming stock to outstanding orders.
- Liaise with the credit control department to ensure that credit-stopped orders are released as soon as possible.
- Provide support to sales teams and Brand Product Managers in UK, The Netherlands and Germany
- Maintain Mac Group Europe’s Customer Service processes
- Support Finance Department with administrative tasks.
- Assist with photography shows if necessary
- General office duties i.e. answering the door, receiving and distributing post, greeting guests
- Demonstrate flexibility and a willingness to adapt to changing needs of the business as they arise
- Other ad hoc Finance / Customer Service / Operational tasks when required
- Covering other duties when people are off

**Experience and Qualifications**
- Solid customer service experience in a product distribution environment
- Friendly and efficient telephone manner
- Strong written and communication skills
- Good team player
- Experienced user of Microsoft Office mainly Excel / Outlook, NetSuite or other ERP systems
- Excellent attention to detail and high levels of accuracy
- Good at problem solving and decision making
- Ability to multi-task and prioritise
- Actively contributes to an atmosphere of continuous improvement.
- Extremely organised and efficient with superb communication skills
- Capable of occasional travel within UK and/or EU countries.
- Fluent English essential. French or German speaker would be an advantage
- Dealing with Amazon Vendor Central would be advantageous but not vital

**Salary**: £18,000.00-£20,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
Common Surfaces are sanitised regularly.

Ability to commute/relocate:

- Wolverhampton, WV1 3JE: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Can you tell us about any skills or experience you have that might be helpful in this job?

*What motivates you to do a great job at work?

*Tell us about a time when you found it difficult to work with someone. How did you handle the situation?

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (required)
- Administrative: 1 year (required)

Work Location: Hybrid remote in Wolverhampton, WV1 3JE

Reference ID: Operations and Customer Service Advisor
Expected start date: 30/01/2023

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