Customer Service Advisor

**Job Title: Customer Service Advisor**

**Purpose**:
To provide front-line “helpline” response for all types of request for customers of clients supported by the department and also:

- Management of customer order pipelines
- Management of customer returns pipelines

**Main Duties & responsibilities**:

- Delivery / Returns issues
- Order management process
- Stock availability
- Urgent/critical requests
- Service recovery issues
- Ad hoc requests
- Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA’s
- Root cause identification logged against the case in CRM
- Liaise with internal teams to ensure first time resolution
- Pro-active communication with the customer to ensure they are updated on case progression
- Customer level reporting as required

**Knowledge, Skills, Qualifications and Experience**:

- Microsoft Dynamics CRM or similar
- Mitel phone systems or similar
- Microsoft Office
- PC Literate
- AS400
- Web based ordering systems
- Educated to at least GCSE level with Maths & English as a minimum (Essential)
- A Level (desired)
- Customer service / case handling (essential)
- Rail industry knowledge (preferred)
- Supply chain / logistics background (preferred)
- Complex query handling (essential)
- Dealing with external parties / transporters (preferred)
- Experience of working in fats paced, high volume / short timescale environments
- Excellent communicator / listener
- Ability to own queries to resolution
- Ability to work under pressure
- Ability to work with mínimal supervision
- Ability to deal with high work volumes
- Pro-active approach to query resolution
- Ability to work with and engage sideways and vertically within an organisation
- Customer first mind-set
- Continuous improvement mind-set
- Excellent telephone manner

In return for your hard work we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

- Competitive Salary and pension scheme with life assurance
- 25 Days Holiday
- Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions

2. Mental health support

3. Financial and Legal support

4. Wellbeing and healthy living support
- Employee referral scheme with financial reward
- Professional Membership and Study Sponsorship
- Pass scheme (£100 to undertake training of your choice)
- Subsidised canteen

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative, and achieve high impact results that really make a difference to our business and our customers.

**Where we are**:
Our head office is based at a purpose built, state of the art distribution facility on Buckshaw Village in Chorley with excellent transport links to the M61 and M6 plus a mainline train station less than a mile away. The office has on site parking, shower facilities for those who brave the elements on a bike or on foot and a subsidised canteen.

**About TVS**:
TVS Supply Chain Solutions are a world leading supply chain and logistics services provider, implementing innovative supply chain solutions as true partners with a broad range of blue chip organisations worldwide. Our clients operate in diverse sectors such as Defence, Utilities, Automotive, Rail and Beverage but they all have time-sensitive, business critical missions to deliver and TVS are an essential and integral component in their performance - with our help they achieve their business goals.

**Job Types**: Full-time, Permanent

**Benefits**:

- Discounted or free food
- On-site parking
- Wellness programme

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime
- Weekend availability