Customer Service Advisor

Rewards and Benefits on Offer

• Immediate start date.
• Permanent role.
• Varied and interesting job role.
• Great resources.
• Great team culture.
• Any support required is provided.

The Company you will be working for;

Our client is an established and successful company based in Newcastle. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below.

The job you will be doing:

• Working with a team of advisors to deliver an excellent service to our customers.
• Key account management for a defined set of customers.
• Working to and reporting of agreed department and customer KPIs on a daily/weekly and monthly basis as required.
• Demonstrate ownership and accountability for all queries and concerns within your area.
• Building and maintaining a strong relationship with customers.
• Deliver outstanding customer service by maintaining relationships with internal and external customers and distributors through excellent account management.
• Respond to inbound calls and initiate outbound calls/email correspondence with customers.
• Proactive outbound calls / emails to customers to ensure we are meeting the daily requirements and report back, and drive implementation of any suggested improvements.
• Ensure prompt and accurate resolution to customer queries.
• Ownership of all queries to resolution, including liaising with internal departments to provide a timely, accurate resolution to the customer.
• Overseeing the end-to-end order processing and management of the sales order, expediting where required and ensuring we are meeting agreed department SLAs.
• Management of overdue orders and delays from suppliers, highlighting trends or concerns to the CS Manager and Service Delivery Manager.
• Managing open order books to ensure data is accurate and month end processes are carried out to ensure the order book is maintained and closed monthly.
• Support the processing of customer orders through internal record management systems.
• Supporting onboarding of new customers as required.
• Providing routine feedback on customer feedback/ satisfaction including reporting trends on route cause and corrective action.
• Monthly reporting to the Service Delivery Manager and Customer Services Manager on performance against KPIs and customer feedback.
• Demonstrate a strong technical/product knowledge of the company’s products for your area of responsibility.
• Support invoicing and finance queries to ensure timely resolution.

About you:

• Demonstrable recent experience of working within a customer focused environment
• Experience in displaying a can-do attitude with the ability to motivate team members.
• Ability to develop and maintain positive working relationships with others.
• Able to work under pressure and thrive working in a fast-paced environment.
• Quality focused with a passion for delivering excellent customer service.
• Experience in displaying a commitment to continuous improvement.
• Critical-thinker and problem-solving skills.
• Excellent verbal and written communication skills, experiencing eexcellent communication skills, able to effectively communicate across all levels of business.
• Excellent attention to detail.
• Strong organisational and priortitisation skills in a demanding environment.
• High attention to detail.
• Good IT proficiency.
• Always maintains levels of confidentiality.