Customer Support Advisor

My client sources responsibly and ethically manufactured products from napkins, to paper cups to food packaging, from across the UK and overseas. Providing an excellent customer experience from the point of ordering, to the delivery of the items directlyto the customer.

**THE ROLE**

I am currently recruiting for a Customer Support Advisor for my client based in Tamworth, the vacancy has become available due to an internal promotion. The main purpose of this role is to project a professional approach to internal and external customersthrough administration and customer support, whilst delivering exceptional service always and ensuring all account administration is completed accurately and in a timely fashion.

**KEY RESPONSIBILITIES/DUTIES**
- Placing/ monitoring Customer Event & Ministry of Defence (MOD) Orders
- Account Admin
- Dealing with customer queries
- General admin duties
- Arranging sample of products for new business
- Deal with all customer issues/queries and service information promptly, efficiently and courteously, ensuring appropriate follow-up is completed where required
- Account database maintenance, ensuring all information is accurate and appropriate internal parties are notified upon completion
- Maintain effective communications and good working relationships with all internal and external teams, particularly Operations, National Accounts, Sales, Stock Control and Credit Control to ensure maximum customer service levels are achieved
- To process both manual and electronic orders accurately, ensuring any errors (Eprice/Eprod/Ecust) are amended in a timely fashion to ensure delivery schedules are not adversely affected
- To perform all necessary maintenance tasks associated with the company website functions and notify relevant parties where further action is required
- Liaise with National Accounts team to ensure Roll Out orders of new products are processed efficiently, meeting customer expectations and achieving set KPI
- Communicate effectively with the National Account Call Centres in relation to order processing, product and stock enquiries
- To provide a comprehensive sample provision service to both internal and external customers, ensuring all parties are advised in relation to delivery timescales

**PERSON SPECIFICATION**
- Admin experience
- Demonstrates a high degree of attention to detail, thoroughness and a methodical approach to work
- Works at a pace that matches the requirements of the business and recognises the importance of timely completion of tasks
- Ability to establish and maintain working relationships with others
- Ability and willingness to follow instructions of management, and respond to requests from others in the team in a helpful manner
- Contributing work and effort to group performance to meet agreed upon objectives and achieve team success
- Ability to listen and understand information
- Presents information in a clear and concise manner
- Knows appropriate way of communicating with customers, peers and line managers and external stakeholders
- Demonstrates respect for all individuals in all forms of communication
- Treats people fairly and courteously
- Shows a genuine interest in and makes sure the needs of the customers are met in a way that benefits both the customers and the organisation
- Demonstrates an understanding of the needs of internal and external customers
- Ensures actions of self and others meet or exceed customer requirements
- Monitors and manages own time to ensure daily objectives are met
- Develops and improves procedures in agreement with line manager
- Accepts additional challenges and responsibilities willingly and assists others
- Adapts to changes and uses resources effectively
- Together with line manager, sets objectives, establishes priorities and develops plans
- Arranges work schedules and prioritises work to meet deadlines
- Seeks clarification and approval where appropriate before commences new projects or working methods

**SALARY AND WORKING HOURS**
- Hours: 8.30am - 5pm
- 40hrs per week
- 30 mins lunch break
- Starting Salary between £20,857.20, increasing to £21,115.00 after probation

**BENEFITS**
- FTSE 100 company
- 20 days annual leave rising to 25 with length of service
- Company pension
- Share save scheme
- Opportunity to purchase additional holiday
- Bike to work scheme
- Company discount scheme
- Employee Assistance programme
- Free parking
- Free drinks
- Smart/casual dress code
- No weekends

**DOES THIS SOUND LIKE YOU?