Customer Service Advisor

Job Title: Customer Service Advisor
Reports to: Service Project Delivery Supervisor
Working Hours: Monday - Friday 37.5 hours per week
Location: Orbital Office in ST15 0QN
Occasional visits to customer sites with overnight stays may be required.

**Scope**
- To both understand and connect with Customers, deal with their concerns and take accountability for keeping the customer informed and happy from the point where an issue is logged/recorded to being finally resolved.
- To provide clear and effective verbal and written communication in terms of dealing with the customers and the nZero service team which is essential to ensure issues get resolved.
- To quickly expand their knowledge base to learn our Customer Contracts so that they can meet the relevant SLA's for each customer

**Primary duties**:

- Conduct Service Co-ordination responsibilities for the service account sectors including but not limited to Chromatography, Biomethane, Emissions and LGT
- Schedule activities for Service Engineers whilst considering the geographical location in order to enhance schedule utilisation.
- Liaise with clients and engineers to ensure access to site is available and all necessary paperwork has been provided. E.g. RAMS and or Quotes
- Ensure all required parts for the service/repair visits are available prior to booking in the works.
- Undertake administrative tasks such as photocopying, typing, production of documentation, booking meeting rooms etc.
- Take messages / handle all incoming telephone calls in relation to company business but most specifically in relation to the Service department and make sure that the call request is actioned
- Act as the project point of contact for travel / accommodation requests for the Service department.
- Prepare documentation for quotations and service contracts ensuring that all invoicing coincide with the Purchase Orders / Contracts
- Raise Sales Orders/Purchase Request/MRP Demands within SAP/MariProject and or Sage in accordance with correct purchasing and sales procedures.
- Support/attend contract review meetings when required.
- Comply with the organisation’s QA and SHE systems and support required updates as the business develops.
- To be a Service contracts controller who takes full accountability for contract renewals through to contract completion.
- To control adhoc maintenance/repair visits for the service department according to the customers’ requirements.
- Support the lab repair process in line with process and demand.
- Control of the key account customer owned stock (Bonded stock).
- Meet and greet visitors: ensure signing in, offer refreshments, relay relevant H&S induction for their safety whilst on site etc.
- Make sure that the nZero customer portal is kept up to date and ensure that all the relevant information / reports are visible for the customer

**Requirements**:

- Must have exceptional customer Care/service Skills
- Previous experience of working within a Customer Service role.
- Able to Offer improved ways of working to enhance current Customer service
- Must be computer literate and fully conversant with Microsoft Office.
- Good verbal and written communication skills.
- Ability to prioritise workload and set deadlines.
- Positive attitude and ability to multi-task without instruction.
- Organisational skills and high level of attention to detail.

**Benefits**:

- Casual dress
- Company events
- Company pension
- Employee discount
- Free parking
- Life insurance
- On-site parking
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Application question(s):

- What is your salary/package expectation?

**Experience**:

- Customer service: 3 years (required)

Licence/Certification:

- Driving Licence (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person