Customer Service Administrator

7 months ago

Crawley, United Kingdom Blueleaf Full time

Working in the world of care, we're dedicated to providing excellent support and exceptional care to our customers at Blueleaf. As a leading supplier of care products, consumables and furniture, we're looking to recruit permanent, full time Customer Service Administrators to join our energetic Sales & Marketing team currently in our Southwater location, which will be relocating to Crawley in Q1 this year.

This is a permanent full time role, working 40 hours a week, Monday to Friday, typical working hours are from 8am to 4:30pm. Immediate start is available.

**About Blueleaf**

At Blueleaf, we believe those who care for others are extraordinary. We're here to support them and ensure they never feel alone, and by understanding our clients needs and challenges, this allows us to find the right solutions to achieve their desired outcomes, as well as providing the essentials that every care home needs. In an industry which is all about people, we value relationships above all else, we take the time to get to know them, listen to them, and walk in their shoes and those of their residents - always living our values: 'Stronger Together, Achieve the Outcome, Lead the Way and Care. Always'.

With over 30-years’ experience in the care home sector and occupying a large portion of this market, Blueleaf is continually looking at ways to expand and grow by seeking new opportunities, and to use its experience and expertise to help care homes deliver outstanding care for their residents.

Blueleaf is an equal opportunities employer.

**Your day to day responsibilities**:

- Live and promote Blueleaf's Culture and Values
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Manage and sort any delivery queries, price/invoice queries, return/collection queries, online account queries.
- Investigate and resolve customer complaints quickly and patiently, including assisting customers who may have received their orders late, have received the wrong order or have received faulty products.
- Provide support for the sales teams so they are able to concentrate on proactive selling, including upsell and cross sell opportunities.
- Liaise with relevant team members or 3rd party organisations when a request that needs attention due to issues they are experiencing that are outside of the scope of the role.
- Prioritise the workload to ensure customer expectations are met at high standards and the level requested of customer service is always met.
- Provide feedback on the efficiency of the customer service processes and support the team in updating or changing the processes to increase customer satisfaction.
- Learn how to use database systems and the company tools available in the ERP system (Netsuite) to record any data, notes, complaints (Case management, Tasks, Activity logs).
- Take responsibility for updating any Customer Reference Data in the company’s core ERP system (Netsuite) liaising with the relevant department or Account manager.
- Keep confidential records and financial information private and secure.

**Skills & Experience**
- Clear communication and active listening skills
- Previous use of ERP systems / web page navigation
- Good level of IT literacy, including use of Excel
- 12+ months experience in telesales
- 12+ months experience in Customer service or similar sector
- Customer fixation by actively seeking to understand customer requirements and business operations, anticipates request for solutions based on well-developed relationships.
- Interpersonal skills ability to communicate at all levels and backgrounds, and to understands concerns, feelings and reactions of others.
- Planning and organising yourself to accomplish specific goals.
- Problem solving with a willingness to make decisions once analysed; making judgment on the best solution to a problem or situation.
- Ability to stay calm under pressure and when customers are stressed or upset.
- Strong team player willing to participate as a full member.

**What will we offer?**

We will offer a competitive salary of £25,500.00 per annum, 33 days holiday inclusive of bank and public holidays. You will be eligible for inclusion in a discretionary bonus scheme and a number of welfare benefits, such as auto-enrolment into our pension scheme, Death in Service benefit, access to our Medicash scheme that provides cash back towards everyday healthcare bills and a wide range of other wellbeing benefits including access to an employee assistance program.

**Location**

This role is currently located at our Southwater location in West Sussex, which will be relocating to Crawley in Q1 this year.

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