Customer Service Administrator

Customer Service / Returns Administrator

Our client is a trusted supplier of professional tools, equipment, and services to arboriculture, forestry, and environmental industries. They are dedicated to providing their clients with high-quality products and excellent customer support to meet the demands of their work in challenging outdoor environments, ensuring they have the tools they need to work safely and efficiently.

They are seeking a Customer Service / Returns Administrator to join their team. This role is crucial in supporting their commitment to outstanding customer service and efficient handling of returns, product exchanges, and warranty claims. The ideal candidate will have a high level of IT literacy, proficiency in Excel, and excellent telephone and interpersonal skills. Prior experience with using ERP software is an advantage, though training will be provided.

Key Responsibilities:

• Manage warranty claims, credit notes, and product returns or exchange requests.
• Arrange and track collections and liaise with manufacturers for claim submissions.
• Monitor customer return authorisations (CRAs) to identify patterns and trends.
• Coordinate with preferred couriers, tracking parcel delays and handling claims for any losses or damages.
• Assist with answering customer calls and providing friendly, professional support.
• Process customer orders accurately and efficiently when required.
• Support all other aspects of customer service, ensuring enquiries and issues are handled promptly, including greeting customers face-to-face in the showroom where required.
• Provide flexible support across the team, assisting at trade shows or covering for staff as needed.

Requirements:

• IT Literacy: Proficiency in MS Office, particularly Excel.
• Customer Service Skills: Strong telephone manner and customer-centric approach.
• Attention to Detail: Precision in handling claims and documentation & following it through to completion.
• Flexibility: Ability to adapt and cover additional responsibilities when required.

Additional Information:

Location: Frome, Somerset

Position: Permanent, Full-TimeHours: Monday - Thursday 8.30am - 5.30pm, Friday 8.30am - 5.00pmSaturday Mornings (1 in 7, as overtime): 9am - 12noon

This role includes occasional Saturday shifts on a rotational basis (approximately 1 in 7) from 9am - 12noon, compensated as overtime. You may also be required to attend trade shows or provide cover during busy periods. Probation period of 6 months.

Benefits:

• Salary negotiable depending on experience to be discussed at interview. Approx 26500
• Annual leave starts at 22 days plus bank holidays, rising to 25 days with 5 years of service.
• A healthcare cashback package that allows you to claim back healthcare costs such as optical, dental, physio, and more.
• Access to 24/7 Private GP appointments.
• Discounts from more than 3,000 retailers.
• Employee Assistance Programme offering assistance for topics such as mental health, addiction, housing, debt advice, bereavement support, and more.
• A £500 referral fee if you recommend someone to work for us.
• Regular staff social events to support team cohesion.