Helpline Product Specialist

2 weeks ago

Northampton, United Kingdom Arco Recruitment Ltd Full time

Full-Time – 40 hours per week

Monday – Friday 9am – 5.30pm

We have a fantastic opportunity for a Helpline Product Specialist to join the team based at our Distribution Centre (DC) in Northampton. You will be responsible for providing the highest standard of service to both direct customers as well as internal colleagues when supporting with a wide range of DC and web enquiries including investigating order and delivery issues.

This is a great opportunity for someone with experience in providing product advice and support to customers and who also knows our product ranges. You will be able to demonstrate excellent communication skills with the confidence to support internal and external customers both in writing and verbally with complex queries. The role requires interaction with internal departments and external customers to investigate and answer queries, as well as resolve web order issues, whilst providing an excellent customer experience.

This position sits within our DC based in Northampton, so the successful candidate will need to live within a commutable distance of Northampton.

We understand that Neurodiverse candidates or candidates with a disability may need adjustments or extra support in the application or interview process – we are committed to providing every candidate the opportunity and environment in which to succeed and we will support any reasonable request where we can.

As an DC Helpline Product Specialist, some of your responsibilities will include:

* Being the point of contact for the DC teams when they have issues with web orders. When information about failed orders is provided, take action to ensure the customer receives their order from an alternative source.

* Maintaining strong working relationships and communication with all areas within the DC in relation to relevant enquiries, to ensure quick resolutions.

* To review all errors that arise with the DC to establish the cause and agree actions to prevent recurrence.

* To oversee the Brewers FedEx account and manage delivery exceptions, as well as returned orders to the DC due to failed deliveries.

* Supporting customers with all enquiries/questions received via the Brewers Helpline, emails, and Web Chats.

* Ensuring that all enquiries/questions are logged and responded to promptly and efficiently via Freshdesk.

* Acting as an initial point of contact for complaints, recording customer complaints and endeavoring to resolve or escalate as appropriate.

* Using initiative to obtain the appropriate/relevant information for those enquiries when a satisfactory response cannot be provided immediately.

Who we are looking for to join our team:

* Previous experience in a Customer Service role and excellent Customer Service skills

* A good knowledge of our product ranges to be able to offer technical / product advice to customers

* Excellent written and verbal communication skills with the ability to demonstrate active listening skills also

* Patience, sensitivity and understanding with the ability to remain calm in stressful situations

* Good problem solving skills with the initiative to resolve issues and seek solutions

* Proficient IT skills with MS Office packages (Excel, Word, Outlook)

* Confident self-motivator with the ability to manage own time effectively, work to deadlines and with excellent organisational and prioritisation skills

* Desire for continual improvement, embracing technology and driving efficient ways of working

What's in it for you:

- Basic salary of up to c£31k
- Company profit share bonus scheme
- An opportunity for a Hybrid work from office/home working schedule after 3/6 months in the role
- Company pension (5% Employer matched pension)
- 31 days holiday (including 8 bank holidays)
- Life assurance
- Other benefits such as bike to work, company discounts, enhanced maternity/paternity pay, helping hand loan scheme

If you are interested in finding out more about this, have excellent knowledge of painting and decorating materials, and would be keen to find a Monday-Friday job, please apply now

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