Customer Service Advisor

**Division: Group Ecommerce**

**Reports To: Ecommerce Manager**

**Based**: Normanton**

Company Overview

The largest multi-channel distributor of business supplies and services in the industry with unparalleled reach and experience in the UK, EVO Group provides sourcing, storage and fulfilment services to over 20,000 resellers, corporate organisations and direct customers through VOW, VOW Retail, Banner and Truline.

With an unrivalled logistics platform, the highest number of direct manufacturer relations and the broadest multi-channel sales structure, we continue to lead the business supplies and services industry across the UK and Ireland. Through constant innovation, progressive business services and the most extensive product range, we remain at the forefront of our industry offering an exceptional overall customer experience.

Role Specification

**Role Objective**:
The Customer Service Advisor will respond to customer contacts, delivering a high level of service to all customers. They will both reactively and proactively liaise with customers, identifying customer needs, building rapport and offering solutions. They will ensure queries are dealt with rapidly and efficiently. All applicants must have an excellent telephone manner and written communication skills and the ability to follow all queries through to resolution in a professional and courteous manner.

The Customer Service Advisor will also actively promote an organisational culture that values, reinforces and strives to continuously improve the customer experience.

This role whilst within the EVO Group organisation is to support our external customer Post Office and will be providing support for them.

**Summary of Role Responsibilities**:

- Act upon and deal with any post sales queries received from internal and external customers. Ensure all queries are logged and acted upon swiftly, working closely with internal colleagues and managing customer expectation.
- Resolving customer complaints and to take ownership for customer requests, including keeping them informed of delays or issues once a query has been raised.
- Ensuring all queries are logged on the diary system so there is a full audit trail and queries are kept open till resolution.
- Understanding and fully utilising business systems in order to log all contacts and all actions taken in accordance with business rules and actively seek ways to improve.
- Demonstrate a full understanding of operational procedures and how the actions of the Customer Service Department impact on the business especially regarding credit management and credit reduction. All queries logged must have clear notes and full audit trail of actions taken and resolution.
- Act in accordance with business processes and rules to ensure business decisions on all customer requests are completed promptly and accurately, and within customer and credit authorisation levels.
- Ensure all computerised customer records of query management and customer processes are kept up to date. Ensuring we are working within agreed query SLA’s, take responsibility for own query diary maintenance and keep customers updated if over SLA.
- Follow and achieve weekly and monthly objectives as set by the Ecommerce Manager as well as any other duties as and when required by management.

Person Specification

QUALIFICATIONS/EXPERIENCE

**Essential**
- Previous customer service experience is a must.
- A background and understanding of online trading, online regulations and standards are a must.

SKILLS/ ABILITIES

**Essential**
- Have a pleasant and friendly style, with a genuine desire to please the customer by expressing appropriate levels of empathy for the customer’s situation whilst actively listening to understand customers’ needs.
- Proficiency in actively solving problems and influencing customers to accept outcomes.
- Highly resilient and able to handle complaints, even when dealing with difficult customers.
- Work accurately and efficiently with an eye for detail.
- The ability to handle queries in the best interests of both customer and Company.
- Commercial sense to understand the financial impact on the business bottom line.
- Desire and ability to investigate and find root cause of queries and ensure they are acted upon appropriately.
- Excellent communication and interpersonal skills, and the ability to adjust and interact with all levels of personnel.
- The ability to multitask, be organised, agree priorities and meet deadlines.
- The ability to adapt to change.

**Desirable**
- Industry and product knowledge would be advantageous.
- Good understanding of online trading, regulations and standards.
- Good practical understanding and proficiency of working with Microsoft Office (Outlook, Word and Excel).

**DIVERSITY AND ANTI-DISCRIMINATION STATEMENT**

It is our people that make us successful and so we are committed to making **evo** an inclusive workplace.

We encourage a diverse culture, in which we value you for be