Customer Service Senior Executive

3 weeks ago

Derby, Derby, United Kingdom Wallace Hind Selection Full time
Customer Service Senior Executive

We are seeking an experienced and confident Customer Service Senior Executive to join our team at Wallace Hind Selection in Long Eaton. As a key member of our customer service team, you will play a pivotal role in ensuring the smooth resolution of customer issues and the timely processing of customer orders.

Key Responsibilities:

  1. Action and resolve service complaints for customers in a timely and professional manner.
  2. Respond to verbal and written sales and delivery queries, providing excellent customer service and de-escalating any issues that may arise.
  3. Process customer orders and service orders, ensuring accuracy and efficiency.
  4. Appoint 3rd party repair companies and process ordering swatch requests.
  5. Negotiate allowances and goodwill gestures with customers, ensuring a positive customer experience.
  6. Dispatch and manage stock levels of service parts, maintaining a high level of customer satisfaction.
  7. Update spreadsheets and databases as required, providing valuable insights to the customer service team.
  8. Provide feedback to the Customer Service Manager and Managing Director on patterns of service complaints and trends.
  9. Assist with the recharge of service costs to suppliers, ensuring accurate and timely processing.

Requirements:

  1. Proficiency with Microsoft Excel and Access, with exposure to Google Sheets.
  2. 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 would be happy to consider your application. Ultimately, we are looking for a skilled and experienced Customer Service Senior Executive who can make a positive impact on our customer service team.

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