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Customer Service Support
Salary £26,000 per annum Monday to Thursday: 8:30 to 17:00 hours. Friday: 8:30 to 16:00 hours. Pension, life assurance, Westfield healthcare cash plan
To provide comprehensive customer service support to the company's customer base, both direct and online customers
Customer Service Support Overview
The role encompasses the management of existing customers, principally the receipt of orders, query and compliant handling, and regular outbound communication as well as upselling and product gap fill.
The candidate will be responsible for a mixture of customer accounts, including key accounts that are assigned to you. It is expected that all customer service people will be able to manage all customer accounts when necessary.
All customer interactions will be managed through our Hubspot CRM system and Merlin Order system.
- Receipt of orders from telephone, e-mail and web sources
- Entering orders onto Merlin system
- Upsell to customers on inbound (telephone) order capture
- Preparation of customer quotations
- Provision of product advice (including product specifications, MSDS sheet, etc)
- Provision of reports as required by customer (in conjunction with IT department)
- Facilitating provision of samples (in conjunction with purchasing department)
- Maintenance of customer records on sales systems
- Query handling (progress of order, account balance and complaint handling)
- Participation in regular sales meetings
- Training
Full in-house process and computer skills training.
Customer Service Support -Skills and experience
The candidate should have previous experience of working directly with customers, be able to draw on mix of skills including internal sales, Customer Service and Telesales. They should also have some experience of working with computer-based sales order and/or CRM systems.
- Ability to work with computers
- Good communication
- Numeracy
- Personable and enthusiastic
- Willingness to work as part of a team
- Happy to work to deadlines
Benefits
INDL
