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Customer Service Liaison

1 month ago

New Edlington, United Kingdom Polypipe Building Products Full time
Customer Experience Advisor Role

At Polypipe Building Products, we are focused on delivering exceptional solutions to the residential sector. Our team works closely with national and local developers, plumbing and heating engineers, general builders, and groundworkers to provide above and below ground drainage systems, rainwater solutions, and hot and cold plastic plumbing products.

As a Customer Experience Advisor, you will be the initial point of contact for all customers, providing exceptional levels of service and support. Your key responsibilities will include:

Providing effective points of communication and clarity for all internal and external customers

Ensuring customers are effectively communicated with regarding all orders and enquiries

Understanding and striving to meet or exceed KPIs and SLAs – maintaining the highest levels of service and support possible

Ensuring customer commitments are met at all times, and where issues arise, ensuring that all parties are fully informed and communicated with

Processing orders using IFS

Using Teams to communicate directly with the External Sales Team on any queries

Answering the telephone effectively to customers and internal customers

Accessing the main mailbox – keeping it clear and understanding the urgency to clear the box effectively throughout the day

Contacting customers when required relating to product changes or order queries as they arise

Being professional in approach at all times, with all customers, both internal and external

Exceeding customer expectations by going above and beyond

Any other reasonable duties which may be required by management from time to time.

Requirements:

Excellent customer service skills

Goal-focused to achieve team and individual targets, KPIs, and SLAs

Ability to work effectively under pressure

Ability to work well as a team and independently and be flexible

Detail-oriented with a logical approach

Strong verbal and written communication skills

Previous customer service experience desirable

Ability to demonstrate customer care skills whilst being assertive when necessary