Customer Service Advisor

Lincat – Customer Service Advisor

About Us

Lincat is a thriving manufacturing business, one of the world's leading names in commercial catering equipment with over 50 years’ experience delivering world-class innovation and product quality to its extensive customer base. Our company manufactures 50,000 products each year and exports to over 80 countries. We have great products, great people and great customers.

About the Role

We have an exciting opportunity for a Customer Service Advisor to join our Internal Sales team at Lincat.

You will join a small, friendly team whose main focus is to respond to incoming customer enquiries through various channels and to process orders on our system.

Your role is to ensure incoming calls and responding to customer emails are carried out in a timely manner, whilst achieving a high level of customer service.

Hours of work

This role is 37.5 hours per week, working Monday to Friday, on a weekly rotating schedule of 8:30am to 4:30pm and 9:00am to 5:00pm.

Key Areas of Responsibility:

* Provide first contact for incoming enquiries to the Sales Desk, ensuring the highest standards of customer service at all times. This will involve:

* Answering a high volume of incoming customer enquiries and queries, providing information and advice of a high standard of customer service.

* Dealing with queries and problems from dealers, end users and the public and ensuring resolution in a timely and professional manner.

* Process orders with a high degree of accuracy using the required systems. Ensuring that any necessary parts required are ordered and that full details are provided on the data log. Completing and filing all documentation correctly.

* Establish and maintain effective working relationships with customers, dealers, co-workers and other internal and external stakeholders.

* Undertake a regular program of product training to ensure own knowledge and skills for the effective performance of the role.

* Support the development and maintenance of up-to-date information and documentation for the sales team.

* Ensure that the Sales and Support Operations Lead is informed promptly of any issues or problems in order to enable these to be minimised.

* Work as a full team member by sharing knowledge and advice when required, covering for holidays by role re-allocation and carrying out any other duties, including project work, which may reasonably be requested of the role when required. This may include:

* To be the first point of contact for a member of the Business Development Managers and National Account Managers

* Supporting the daily and weekly production of reports and statistics as required.

* To take responsibility for the sales processing of a specific product base, such as Panther/ Combi.

* To take responsibility for set accounts or orders, such as National Accounts or Export.

* Support the improvement of the sales desk processes, supporting and suggesting new and agreed systems, procedures and documentation.

Essential Skills and Knowledge:

* Prior experience of working in a busy customer service or sales environment, ideally in a business-to-business/distribution network environment.

* Experience in the commercial catering market or the wider hospitality industry is desirable.

* Excellent customer service skills, with a genuine interest in helping customers.

* Excellent telephone manner and the ability to build a good rapport with a wide range of customers.

* Able to demonstrate enthusiasm for and understanding of a busy sales environment.

* Excellent communication and interpersonal skills for building relationships with internal and external stakeholders.

* Ability to understand and retain basic product information.

* Ability to deal professionally and empathetically with callers and to manage complaints effectively.

* Able to work proactively and on own initiative whilst understanding when to consult or seek advice.

* Ability to work as part of a team.

* High-level organisational and time management skills and the ability to pragmatically assess and manage priorities.

* Sound knowledge of Microsoft software, particularly Word and Excel