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Customer Services

4 months ago

Warwick, United Kingdom SF Recruitment Full time

SF Recruitment are working with a business based in Warwick (CV34) who are looking for a Customer Service Advisor to join the team

£24,000 - £26,000

Office based - must have previous customer service experience

SUMMARY OF RESPONSIBILITIES:
You will be the point of contact and in charge of managing Customer relationships and support Global Regional Sales Managers. The role will oversee building long-term relationships with customers ensuring all queries and concerns relating to our products are addresses.

PRIMARY DUTIES & RESPONSIBILITIES:

- Pro-Actively support and assist RSM (Regional Sales Manager) for all managed accounts.
- Develop and maintain excellent customer relationships
- Responds to customer inquiries pertaining to orders, price and parts.
- Assist customers, internal and external, with selection of parts required in product repair
- Sales Lead generation as required
- Assist in processing tenders and product quotation documentation as required.
- Supports the Operation to ensure on time delivery is met and the customer is satisfied
- Receives and resolves customer complaints to achieve customer satisfaction
- Handles requests for replacing defective parts and issues “Return Materials Authorisation (RMA)”
- Manages Warranty Claims through in-house warranty process and looks to continually improve the process for customer satisfaction.
- Demonstrate knowledge of spare parts, products and services offered with an ability for continuous development.
- The coordination of shipping requirements which include the preparation, document handling and liaison between parties to ensure that products reach our worldwide customer base on time.
- Records voice of the customer (complaints, compliments, feedback) in a CRM program
- Generates credit memos through in house process
- Escalate technical support requests to Product Managers, Engineers, and others
- Provide customers with product advisories, announcements, or other technical data to provide world class customer satisfaction
- Conduct product warranty investigations and request the issuance of credit memos as needed in accordance with ISO 9001 procedures. This function will initiate RMA actions with related submission of credit memos
- Develops and adheres to Standard Operating procedures in compliance with Quality and ISO standards
- Processes daily shipment documents both domestic and internationally in line with export compliance standards
- Part takes in all training and meetings as and when requested
- Ensure adherence to company policies and procedures
- Meeting all agreed SLA’s and KPIs ensuring plan of actions where performance falls below agreed standards

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

**Salary**: £24,000.00-£26,000.00 per year

**Benefits**:

- Company pension
- On-site parking

Ability to commute/relocate:

- Warwick, Warwickshire: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

Reference ID: 99090521