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Customer Service Advisor
2 weeks ago
Alliance Personnel are currently recruiting for Senior Customer Service advisor to join one of their clients based in Birmingham. Objective of the Role To deliver exceptional and professional customer service to all internal and external stakeholders. The role supports the Customer Services Manager in ensuring that daily operations are completed efficiently and to a high standard. Key Result Areas Sales Order Processing – Wholesale Process sales orders using the in-house system. Prepare commercial invoices and arrange transport for Ireland and international shipments. Preparing and Submitting Quotations Prepare customer quotations using the in-house system. Send completed quotations to the appropriate person via email. Returns Processing Raise return documentation for goods being returned, ensuring all relevant paperwork matches the in-house system and that items are eligible for return. Arrange transport for the collection of returned goods from customers to the warehouse. Liaise with customers to arrange collections promptly. Handling Inbound Calls Manage inbound calls from electrical wholesalers, contractors, and end users, addressing queries on stock availability, pricing, and general information. Handle inbound queries from external sales staff and provide necessary support. Assist with customer escalation processes as required. Supporting the Customer Service Manager Prepare reports and individual/team performance statistics for review and discussion. Ensure all daily orders are processed accurately and in line with stock availability. Organize the weekly team report task planner to ensure fair distribution of workload. Promote teamwork and contribution towards achieving targets set by senior management. Assist in identifying and implementing internal training needs. Communication and Relationships External Customers: Communicate via phone and email regarding information requests, stock checks, pricing, and delivery updates. Each interaction may vary in nature. External Sales Team: Collaborate closely to provide excellent service and customer support. Accounts Team: Work together to resolve account or return-related queries. Production & Warehouse Teams: Communicate daily regarding stock enquiries and dispatch of goods. Technical & Product Teams: Liaise to obtain technical information for customer queries. Project Team: Provide quotation support as needed. Customer Service Manager: Keep the team updated with key reports and performance updates. Flexibility Undertake any additional tasks as requested by the Customer Service Manager that are reasonable and within the scope of the role. Person Specification Essential Requirements Proven experience in a customer service or administrative environment with evidence of continuous improvement. Supervisory or management experience (beneficial). Strong attention to detail. Ability to work independently with a flexible, proactive attitude. Supportive and reliable team player. Ability to thrive in a fast-paced environment. Excellent planning and organizational skills. Strong professional communication skills, particularly by phone. Ability to build effective relationships across the business. Proficiency in Microsoft Office and database systems; experience with Oracle NetSuite is advantageous. Monday to Thursday 8 : 30am - 5pm, Friday 8am - 4 : 30pm 12 month maternity cover #J-18808-Ljbffr
