Customer Service Representative

Reports to
:
Sales and Marketing Director

Salary
: up to £28,000 per annum (dependent upon experience)

Purpose of the Post
:
To provide proficient customer service for inbound and outbound calls within the Sales team and to process sales and orders quickly and efficiently.

• Be a primary point of contact for all incoming calls and emails, responding to queries professionally and redirecting as appropriate.
• Answer all inbound calls quickly, generally within 3 rings.
• To take, close and process customer sales and orders (domestic/commercial/brokers (skip, bin, aggregates, hazardous wastes, permits etc.)) efficiency whilst demonstrating excellent customer service skills within set parameters and according to agreed strategy.
• To keep up-to-date with all Company prices, products, services, processes, terms, offers, etc, in order to provide accurate information and to allow opportunities to add value for the customer.
• Discuss and offer accounts to commercial prospects or clients not currently making use of trade services.
• Transmit information timely and in an appropriate and professional manner and format. Use templates supplied as directed and be consistent, with formats and logos for example.
• Ensure the correct/most up to date forms, documents and information utilising the documents stored on shared drive.
• Use of Company platforms, databases, storage mechanisms, software and hardware supplied, in order to store, record and compile information efficiently ¢.g. ensure alll quotes provided are recorded as directed and followed up within time specified by line manager
• Record and process all sales information and notes as required. Capture all information and ensure it is recorded in all specified fields and documents.
• Ensure client files are complete with all relevant information. Prioritise the sourcing of missing details; email addresses, telephone numbers, etc. Update systems, e.g. CRM with relevant information promptly.
• Provide information and advice to customers within remit, referring to colleagues as appropriate.
• Provide clients with all necessary information e.g. in relation to Company products/services/their transactions, etc. Inform clients of T&Cs: what can and can’t be placed in skip; when rental date is approaching; trade accounts; charges; products and services; if there has been any change in relation to their expectations e.g. if delivery date will not be achieved (ensure client is informed in a timely manner);
  
  all costs (e.g. price, permits, additional rental fees); requirements in relation to hazardous goods etc.
• Proactively generate business, maintain and add to our client base. Contact current and prospective clients to generate jobs/cross sell/manage and maintain NWR-client relationship. Take responsibility for maintaining and increasing business, particularly from own customers. Seek to increase both quantity of customers and turnover value of customers.
• Take responsibility for creating a positive relationship with all NWR customers, especially with the clients for whom you are responsible. Proactively learn about clients’ business and their needs, both current and potential to effectively allow the meeting of customer needs. Ensure client is aware and informed about our full range of products, services and differentiators/USPs.
• Process additions to sale and monitor as appropriate e.g. ensure permits do not lapse and that skips are sent with appropriate cones/lights etc.
• Chase and process outstanding customer payments.
• Determine when an issue requires escalation and do so as necessary e.g. record all customer complaints and pass potential business opportunities to line manager i.e. a single order from a commercial client that could be expanded upon or where a service is not currently provided but could be within our remit to provide.
• Keep line manager up to date with issues to allow for continual development to ensure excellent customer service is maintained.
• General administration including, but not limited to: taking minutes, typing notes, mailing and filing. Generate and complete skip sampling reports and portal information.
• Maintain Company and client confidentiality at all…