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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.
