Customer Service Order Specialist

4 weeks ago

Solihull, Solihull, United Kingdom The Convergence Group Full time

Are you dedicated to providing outstanding customer support and possess experience in managing order cancellations efficiently? If so, we have an exciting opportunity for you at The Convergence Group, a leading provider of networking solutions for prominent institutions.

As our Customer Service Order Specialist, you will play a vital role within our Finance Team, ensuring the effective management of customer service cancellations.

Your responsibilities will include:

  • Overseeing Customer Cancellations: Act as the primary contact for all customer cancellation inquiries.
  • Processing Cancellations: Accurately log and manage cancellations in our systems and coordinate with suppliers.
  • Customer Interaction: Collaborate with customers to collect necessary documentation and facilitate their requests smoothly.
  • Ensuring a Seamless Experience: Strive to make every customer's exit as effortless as their onboarding process.
  • Stakeholder Communication: Keep relevant parties informed with updates regarding cancellation tasks.
  • Billing Management: Utilize our systems to halt billing for customers post-cancellation.
  • Financial Reporting: Analyze and report the financial implications of cancellations to key stakeholders.

Inventory Management and Customer Queries:

  • Maintain accurate inventory records following cancellations.
  • Generate clear, standardized reports to assist the Sales Team in addressing customer inquiries.
  • Investigate and rectify discrepancies within our systems.

Customer Experience Excellence:

  • Deliver exceptional customer service at all times.
  • Handle customer inquiries via various communication channels with professionalism.
  • Ensure timely and transparent communication with customers, consistently meeting commitments.
  • Work closely with the Customer Experience department on received cancellations.

WHAT YOU WILL BRING:

  • A minimum of 2 years' experience in a comparable role.
  • Proven experience in managing orders, cancellations, or similar commercial requests.
  • Background in a fast-paced SME environment.
  • Experience in a customer-centric position.
  • At least 5 GCSEs (or equivalent), including Mathematics and English.
  • Proficiency in Excel, including Pivots and VLOOKUP, is a plus.

WHAT WE OFFER:

  • A competitive base salary.
  • 33 days of annual leave, inclusive of public holidays.
  • Comprehensive benefits package, including enhanced pension, Private Medical Insurance, Income Protection, and Life Assurance.
  • Flexible working arrangements with a focus on work-life balance.
  • Hybrid working model with a combination of office and remote work.
  • Opportunities for professional development and growth.
  • A dog-friendly workplace.

THE DETAILS:

This is a full-time position, requiring 37.5 hours of work per week, with a Monday to Friday schedule. Enjoy the flexibility of our hybrid working policy.

WHY JOIN US? Experience a privately owned company free from corporate constraints, where you can thrive in a dynamic environment and contribute to our commitment to high standards of service and efficiency.

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