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Bridgwater, Somerset
Permanent - Full Time
Job Solutions Ltd are delighted to be assisting our client with their recruitment for Customer Care Advisors to join their ever growing, professional team at their Bridgwater Offices.
Summary of requirement:
The Customer Care Advisors play a critical role maintaining and developing sales of clients products to our 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.
Advisors 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.
Specific role 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 Terms & Conditions and Customers Contract Agreements, including returns and product warranties.
- Work closely with the Supply Chain and Sale Managers to overcome blockers and maximize the order posting enabling the client 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
Skills & Experience
- 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
