Customer Service Advisor

4 months ago

Wimborne, United Kingdom Frank Howard Tools and Fixings Full time

**Role: Customer Service Advisor**

Reporting to: Regional Sales Director

Location: Wimborne, BH21

Type: Permanent, Full Time

Hours: Monday to Friday, 8am to 5pm

Salary Banding: Executive Level 1 - £24,000 - £27,000 (based on experience)

**Company Overview**

Frank Howard Tools & Fixings, founded over 30 years ago, is located in Essex. The business specialises in servicing the construction, civil engineering and related industries with power tools, accessories, consumables and PPE/ workwear. With 5 depots across the South-East and over 50 staff members, it is building a team that will drive transformational change, efficiencies and processes to ensure that the business's strategic objectives are met. In 2021 Frank Howard Tools & Fixings joined Terratruck Group, aiming to become the regional premier provider of power tools and equipment to the construction and related industries

**Scope of the Role**

Frank Howard Tools & Fixings has a reputation of providing high quality customer service, it will be your role to maintain customer relationships, effectively deal with disputes and conduct yourself in a friendly and professional manner. The position is highly varied and requires you to work in a dynamic fast paced environment.

This role is a core member of a small and close-knit team and is essential to support the continued growth of our businesses.

**Role & Responsibilities**
- Dealing with all inbound and outbound calls with high levels of customer service; professionalism and friendliness
- Maintain identified shared inboxes and provide prompt communication and resolution to all customer queries
- Dealing with all customer enquiries such as:

- Providing quotes - ensuring products are from within Terratruck Group company range that all prices are aligned to the company pricing structure and
- Updating customers with order information, e.g. delivery times, delays etc
- Issuing customers account forms
- Accurately processing sales orders
- Taking customer payments
- Resolving customer queries or disputes quickly and efficiently
- Proactively alert customers to any ongoing promotions or any changes that may affect their experience
- Upsell and link sell products and close all sales opportunities
- Support branch and sales teams on any call out campaigns
- Supporting the business at customer meetings, trade trade days, exhibitions and more
- Maintain the CRM system with up to date information and log all customer interactions
- Support the operations team, ensuring that all orders are delivered on time
- Ad-hoc duties as required by the business

**Customer Service Advisor Characteristics**
- Excellent organisational skills and and ability to prioritise workload in a fast-paced environment
- Excellent telephone manner
- Strong communication skills, verbal and written at all levels
- Strong IT and Digital Skills
- Proficiency in Microsoft Office
- High level of attention to detail
- Self-starter attitude
- Ability to resolve problems quickly and effectively
- Team player mentality

**Key Requirements**
- 1+ year customer service experience
- Experience working in a busy, fast-paced environment
- Polite, professional and friendly.

**Your Perks**
- Company bonus
- Career progression, training & development opportunities
- Private health care cover
- Company pension
- Friends & family discount
- Socials and activities

**Equal Opportunities**

Interviews will be held virtually in the first instance.

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£27,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking
- Private dental insurance
- Private medical insurance

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Wimborne: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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