Customer Service Operations Specialist

3 days ago


StokeonTrent, Stoke-on-Trent, United Kingdom Wallace Hind Selection LTD Full time

Role Overview:

We are seeking a highly skilled Customer Service Operations Specialist to join our team at Wallace Hind Selection LTD. 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 accurate and helpful information to customers.
  3. Process customer orders and service orders, ensuring accurate and efficient processing.
  4. Appoint 3rd party repair companies to resolve customer issues.
  5. Process and ordering swatch requests, ensuring timely delivery to customers.
  6. Negotiate allowances and goodwill gestures with customers to resolve issues.
  7. Dispatch and manage stock levels of service parts, ensuring adequate inventory levels.
  8. Update spreadsheets and databases as required, maintaining accurate records of customer interactions.
  9. Provide feedback to the Customer Service Manager and Managing Director on patterns of service complaints and trends.
  10. Assist with the recharge of service costs to suppliers, ensuring accurate and timely processing.

Requirements:

  1. Proficiency with Microsoft Excel and Access, with experience using Google Sheets.
  2. Excellent written and verbal communication skills, with the ability to de-escalate and pacify customers who have complaints.

About Us:

Wallace Hind Selection LTD is a design house, importer, and wholesaler of furniture to the UK market. With over 20 years of experience, we supply furniture to respected retail brands and independent furniture retailers. We are committed to providing exceptional customer service and are seeking a skilled professional to join our team.



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