Customer Services Representative

About Us

Our goal at Wood Innovations is to attract a progressive & forward-thinking team, and we have a strong focus on nurturing and developing our people in an environment that allows them to flourish and maximise their full potential. We recognise that our people are the pillars of the company and the personification of our company values. Our impeccable standard of customer service is a major factor in maintaining a competitive edge in the marketplace and we recognise that this level of service for our customers relies on the passion, determination & drive from our team who uphold this standard daily. Hence why it is essential to create a collaborative work environment, where the team feel valued, enjoy what they do and are able to progress in their role and grow with the company.

**Job Type**: Full Time, Permanent

Job Title: Customer Service Representative

**Salary**: Competitive

Location: Walsall, Birmingham UK

About the Role

This dynamic role will involve various duties including:

- Receiving and processing sales orders on the ERP system
- Verifying orders, including customer’s personal information and payment details.
- Raising picking lists, checking off orders picked and processing delivery dockets from picked sales orders.
- Preparing the daily haulage manifest and organising the haulage schedule with freight companies.
- Ensuring that all relevant documentation is ready, on time, for handover to the haulage companies each day.
- Dealing effectively and efficiently with customers’ requests & queries. i.e., stock availability, delivery times, notification of delays etc.
- Imparting technical and product information to customers including offering alternative product choices.
- Dealing with customer queries and complaints
- Proactive telesales function within the sales office focussing on individual and team KPI’s.
- Point of contact for the sales representatives, receiving and processing orders, dealing with sample requests etc.
- Meet and greet in the office and dealing with any trade enquiries.
- Work effectively with other departments.
- General office administrative duties and any other duties that may be assigned.

Skills & Experience

Essential
- A minimum of 3 years relevant experience in Customer Services, using a similar system in a similar industry.
- Working knowledge of the Microsoft Windows and the Office packages.
- Knowledge of sales processes/order process and order fulfilment.
- Excellent communication and customer care skills (face-to face and via the telephone) and enjoy engaging with customers.
- Self-motivated and organised individual.
- Strong telephone communication skills.
- Ability to multi-task, prioritise, and manage time effectively.
- Have the ability and confidence to develop own technical product knowledge.
- Demonstrate strong administrative and communication skills, both written and verbal.
- Be friendly, helpful, with a positive attitude and be a flexible team player.
- Maths and English GCSE grade C and above.

Desirable
- Working for an importer/distribution company in a similar role.
- Previous experience of using an ERP system.
- Previous experience of working with flooring products or construction products.
- Have full driving licence and access to own car.

Key Relationships
- Operations Managers in Warrenpoint & Walsall
- CEO
- The rest of WI team

**Benefits**:

- Opportunity for career progression within a dynamic, forward-thinking team who are willing to encourage and assist with career progression.
- Normal Office Hours Monday - Friday 9-5.30pm
- 28 Days Holidays (including stats, Christmas & New Year Shutdown)
- Option to join a contributory stakeholder pension scheme after three month’s service.
- Option to join the company’s health benefit scheme after three month’s service.
- Workplace Bonus Scheme
- Cycle to work scheme.
- Staff health and wellbeing programme.
- Free on-site parking
- Kitchen/catering facilities on site including complimentary tea/coffee/milk/water/bread and butter.
- Opportunity for personal and professional development and attend external training seminars.

**Benefits**:
Company pension

On-site parking

Private medical insurance

Wellness programmes

Schedule:
8 hour shift

Monday to Friday

Supplemental pay types:
Performance bonus

**Education**:
GCSE or equivalent (preferred)

**Experience**:
administration: 3 years (preferred)

**Salary**: £12,751.88-£27,658.94 per year

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Birmingham, WS2 9HQ: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 2 years (preferred)