Customer Service Advisor

**Job Description: NOTE Haddenham**
**Customer Service Advisor
Commercial team: Customer Service Advisor
Updated September 2024

**Job title Customer Service Advisor**

Department Commercial

Job level Specialist support

Line manager Customer Service Manager

Direct reports N/A

**Job role and scope**

You will be an integral part of a small customer-focused team within the Commercial function

which supports a wide and varied customer base in our capacity as a contract manufacturer.

You will be responsible for dealing with all customer orders and queries by phone or into the

customer service inbox. You will liaise with the customer on status of orders and work

collaboratively with the relevant Account Manager, Supply Chain, Quality, Production and

Warehouse contacts to ensure that customer requirements are met and agreed OTIF levels

are maintained.

**Main responsibilities**

2. Process customer orders within the inhouse ERP ordering system (QX by Openda)

3. For your assigned customer accounts, develop a good understanding of their

requirements and strong working rapport with key customer contacts

4. Review stock availability against orders, and flag any shortage or delays

5. Book couriers and provide quotes for carriage charges

6. Process return requests within the system

7. Raise any quality concerns or NCRs with the quality team

8. Provide despatch information and regular delivery updates to customers

9. Answer any incoming calls to the company

10. Greet and check-in visitors on arrival to site.

**Skills, knowledge & experience -**

Experience working in a busy customer-facing office within manufacturing
- Commitment and desire to provide exceptional levels of customer service
- Good communication and interpersonal skills - confident on the phone
- Good computer literacy - proficiency in MS Office (Outlook, Word & Excel). Previous

experience of using an ERP or stock management system would be preferred** -**

Ability to work with and prioritise multiple tasks** -**
Willingness to ask questions, identify issues and suggest ideas for improvement.

**Values and behaviours**
- **Customer focus**: Go above and beyond to support the needs of the customer
- **Quality**: Carry out all administrative tasks with accuracy and ensuring good quality

data
- **Integrity and honesty**: Do what you say you will do and following up with queries
- **Ownership**: Take accountability for mistakes and problems; seeking to resolve with

others
- **Valuing people**: Treat others with care, respect, and integrity
- **Teamwork**: Work well with others no matter their job title, department, or status
- **Effective communication**: Confidently communicate both verbally and in writing.

**Job Description: NOTE Haddenham**
**Customer Service Advisor
Commercial team: Customer Service Advisor
Updated September 2024

**About the company**

NOTE Haddenham Ltd (previously iPRO Solutions) is locally based and part of the larger

NOTE group, an end-to-end **Contract Electronics Manufacturer** turning product ideas into

reality for our customers. As a manufacturing partner to organisations throughout the UK, we

provide our clients with everything they need to bring new and exciting products to market,

from life-saving marine location beacons to electric vehicle charging equipment.

**Location and benefits**

You will be based onsite at Haddenham, and work in the busy Commercial office. We have

65 employees in the company, most of whom are based in Haddenham. We also have an

overseas team (based China and Malaysia), and a small distribution site in Dundee. In order

to stay connected and work effectively as a team for our customers and suppliers, we are

office based with 1 work from home day each week if you are able to do your job remotely

(after probationary period).

Salary £competitive pa (dependent on skills & experience)

Pro rata if Part Time

Working hours Full time is 37 hours per week

Mon to Thurs 08:30 to 17:00 and Fri 08:30 to 13:30

Would consider Part Time working for this role

Holiday 25 days plus Bank Holidays (includes Christmas shutdown)

Booking by the hour

Extra days for long service

Pension scheme Auto-enrolment with NEST (5% + 3% contributions)

Life cover Death in service cover (x3 annual salary)

Wellbeing support Free & confidential access 24/7 to Employee Assistance

Programme (EAP)

Refreshments Free tea and coffee, fruit on Tuesdays

Parking Free onsite parking with EV charging facilities

**How to apply**

If this sounds like you and you are keen for a new opportunity to be part of this busy and