Customer Support Specialist

21 hours ago

Denton, Tameside, United Kingdom TK Components Ltd Full time

Job Description

Job title:

Customer Support Specialist

Location:

Denton

Department:

Component Channel

Reports to:

Component Channel Manager

Type of position:

Full time, permanent, 40 hours per week. Monday - Friday 08:30 - 17:00

The Role

The main role of the Customer Support Specialist (CSS) is to work within the fast-paced Component & Jigsaw department, processing customer purchase orders , dealing with issues and queries through to resolution.

The CSS will respond to customer queries via the CRM system and provide customers with advice and guidance. In addition, the CSS will support Key Account Specialists in dealing with customer complaints, investigations, and escalation queries through to resolution, in an effective and timely manner.

Key Tasks:

  • Processing customer orders in a timely manner
  • Answering incoming calls / making outgoing calls to customers
  • Deal with backorders and delays, keeping customers updated.
  • Create accurate drill specs
  • Process payments
  • To assist the Key Account Specialist investigate complex and in-depth cases.
  • Liaise with Key Account Specialists on investigation outcomes so they can feedback to the customer.
  • Handling of customer complaints in priority order, set by the Key Account Specialist
  • Deal directly with any aftersales related issues for customers
  • Responding to non-key account customer queries via the CRM system
  • Continually updating the CRM system with the progress of cases
  • Providing customers with advice and guidance on issues
  • Working to and achieving KPIs / Objectives
  • Processing replacement sales orders where required.
  • Support the key account specialist with processing orders and cases for their zones
  • Support the Key account specialist with admin for their ASMs.
  • Appropriate utilisation of TKC transport and third-party carriage
  • Inspect goods that have been returned for credit when required.
  • Make commercial decisions regarding the most cost-effectiveness course of action required for customer issues guided by the Channel Manager
  • Liaising with ASMs and other internal departments regarding customer service issues
  • Upselling
  • Quote chasing

Candidate specification

  • Possess a passion for customer service excellence
  • Proven experience and ability to deal with conflict resolution
  • Ability to work as part of a team
  • PC Literate in Microsoft Office applications (in particular Excel and Word)
  • A strong work ethic and the ability to deliver under pressure
  • Effective problem solver
  • Ability to multi-task, prioritise a busy workload and use initiative.
  • Good timekeeper
  • Articulate and numerate
  • A good communicator both face to face and on the telephone
  • Good Can Do attitude
  • Must show a willingness to learn about the business
  • Confident/excellent telephone manner

Education/Work experience requirements:

Essential

  • Experience of working in a similar role
  • Experience of working in a customer-facing role
  • Good administration skills
  • Proficient in MS Excel
  • Educated to GCSE level or above

Desirable
- Experience of working within the KBB sector

Note: This description is not intended to establish a total definition of the job, but an outline of the duties

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