Customer Service Advocate

**Purpose of Role**

**Role Responsibilities**

***The role will be responsible for:

- Providing a remarkable customer service that drives customers to return to Cromwell time and time again through superior communication skills.
- Resolving customer issues promptly and accurately in a manner that will promote customer loyalty, liaising between the customer, branch network, sales communities and suppliers via communication channels as necessary.
- Ensuring pricing quotations are consistent, competitive and profitable, ensuring adherence to sales and pricing policies, including discount levels are processed within agreed SLAs.
- Progressing quotes with customers on a regular basis and in line with company guidelines to determine if we have been successful with our quote and recording the outcome in line with correct procedures and systems.
- Facilitating requests for new account opening, catalogue requests and updating contact details through the correct channels whilst ensuring that all orders are entered onto the business system.
- Informing customers of insufficient stocks or back orders against their purchase order and advising of substitute or alternative products. Liaising with external suppliers, sourcing products and availability where necessary. Ensuring an accurate due date is added to the order where a backorder is in place.
- Informing customers if their account is on stop at the time of placing an order and working with the customer and Credit Control where necessary to resolve any issues.
- Processing payments and refunds for credit card orders in a timely manner and in compliance with PCI and GDPR requirements.
- Ensuring all customer complaints are dealt with and brought to a satisfactory and timely conclusion in line with Customer Resolution Teams guidelines
- Maintaining appropriate record systems, complying with document retention and data protection requirements
- Maintaining effective communication throughout all levels of the customer services function, keeping the customer always informed whilst building strong relationships.

***Role Requirements**

***Previous Customer Service experience required
- Basic sales skills preferred
- Planning, time management and organisational ability including the ability to multi-task
- Flexibility and adaptability
- Business and interpersonal communication skills
- Attention to detail

**In return you will receive**:

- Competitive annual leave allowance with annual purchase scheme
- Hybrid-working opportunities
- Monthly-paid Customer Service bonus
- Group Personal Pension
- Company Funded Healthcare Cash Plan
- Yearly company bonus
- Cycle to work scheme
- Commitment to employee development plans
- 24/7 Wellbeing and Employee Support”

Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.

**About Cromwell**

Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

We’re all individuals, yet we’re very much one united team. We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is an Equal Opportunity Employer.