Customer Care Advisor

Customer Care Advisor

We are working with an extremely well-known, industry leading organisation on the lookout for a Customer Care Advisor to join their team in Somerset. This is an extremely exciting time to join a growing team within a fantastic company.

Our client s Customer Care Advisors play a critical role maintaining and developing sales of their products to their customers in Retail and/or Specification divisions in the UK and Ireland. Through a positive approach, they will problem solve whilst working with a strong sense of urgency and a high degree of accuracy.

This Customer Care Advisor must be proactive, professional and confident with strong initiative and the ability to multi-task. They will have excellent communication skills to ensure strong working relationships with internal and external customers.

Key Responsibilities:

• Respond in a professional, polite and timely manner to queries coming from all channels (email, phone, social media, etc )

• Process and manage the full order cycle using the ERP system, to include:
  • Understanding and communicating stock availability
  • Placing the order to meet customers expected delivery dates
  • Monitoring order status
  • Liaising with couriers to obtain delivery status
  • Communicating any issues/delays to our customers
  • Following up on any queries/ investigation and resolutions
• Keep track of outstanding projects and to keep customers updated at all times
• Complaint management
• Learn and adhere to all Company procedures and requirements
• Keep up to date with company Terms & Conditions and Customers Contract Agreements, including returns and product warranties
• Work closely with the Supply Chain and Sale Managers to overcome blockers and maximise the order posting enabling the company to meet its Company sales target
• Provide support to external Sales team
• Identify opportunities to improve service and feedback on potential challenges and root cause analysis
• Adhere to department SLAs
• Any other tasks and projects requested by your manager

KEY SKILLS & REQUIREMENTS

• Excellent verbal and written communication skills
• Polite, friendly and professional
• Attention to detail
• Organisation skills
• Ability to look for continuous improvements
• Strong team player
• Ability to build rapport via phone, chat, email
• Competent in Microsoft Office
• Customer Service experience
• Flexibility/adaptability managing multiple tasks
• Problem-solving and analytical skills
• Positive can-do attitude
• Self-motivated

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent.