Customer Service Operations Specialist

2 weeks ago

Newark on Trent, Nottinghamshire, United Kingdom Wallace Hind Selection LTD Full time
Customer Service Advisor Job Description

We are seeking an experienced and confident Customer Service Advisor to join our team at Wallace Hind Selection LTD in a senior role. As a key member of our customer service team, you will play a pivotal part in ensuring the smooth resolution of customer issues or delays, as well as ensuring the timely processing of customer orders.

Key Responsibilities:
  • Action and resolve service complaints for customers in a timely and professional manner.
  • Respond to verbal and written sales and delivery queries, providing accurate and helpful information to customers.
  • Process customer orders/service orders, ensuring accurate and efficient processing.
  • Appoint 3rd party repair companies to resolve customer issues.
  • Process and order swatch requests, ensuring timely delivery to customers.
  • Negotiate allowances and goodwill gestures with customers to resolve issues.
  • Dispatch and manage stock levels of service parts, ensuring adequate inventory levels.
  • Update spreadsheets and databases as required, maintaining accurate records of customer interactions.
  • Provide feedback to the Customer Service Manager and Managing Director on patterns of service complaints and trends.
  • Assist with the recharge of service costs to suppliers, ensuring accurate and timely processing.
Requirements:
  • Proficiency with Microsoft Excel and Access, with exposure to Google Sheets.
  • Excellent written and verbal communication skills, with the ability to de-escalate and pacify customers who have complaints.

We are a design house, importer, and wholesaler of furniture to the UK market, operating for over 20 years. We supply furniture to some of the most respected retail brands in the UK, as well as the independent furniture retail sector. If you have experience within the Furniture/Fabrics/Textiles industries, or a variation of customer service backgrounds, we are happy to train you on the particulars. What's most important to us is your ability to provide excellent customer service and work collaboratively as part of our team.

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