Customer Service Advisor

SF Recruitment have partnered with a brilliant, growing organisation in Tamworth who are looking to recruit a Customer Service Advisor on a permanent basis.

Salary: £25,000-£27,000
Working pattern: full time Monday to Friday, site based

Responsibilities will include:

- Answering Switchboard overflow
- Taking calls and dealing with all enquiries from our customers/ the external sales team and the general public
- Dealing with all email enquiries
- Processing internet orders using Sage and our in-house systems
- Processing email orders using in house system
- Filing all paperwork on to our archive system
- Processing sample requests and internal picks
- Booking in deliveries for customers who require it
- Preparing quotes in Sage and in-house systems
- Providing information on part numbers etc. and some basic technical details
- Setting up customers for online ordering
- Promotions and mailshots for customers in designated areas
- Dealing with the carriers, chasing deliveries and obtaining POD's
- Maintain customer database to keeping contact details updated
- Overseeing forward orders, call offs and projects for your customers
- Monitoring customer's orders, deliveries, overseeing service levels, building rapport, making courtesy calls and resolving any issues for key accounts
- Working with other departments to ensure excellent efficient service from initial enquiry to despatch and after care service
- Entry of all debit notes, both emailed and posted, on to our in-house system
- Monitoring Returns email inbox and ensuring all queries are dealt with promptly
- Running credits from our in-house system and Sage
- Scanning debits and corresponding paperwork on to our archive system
- Deal with all incoming debit queries (via telephone and email) both internal and external
- Liaising with carriers and Quality department in organising collection of faulty goods
- Liaising with External Sales team on stock cleanse debits and compensating orders
- Liaise with External Sales team to resolve aged debit queries
- Investigating price queries with Customer Service, and the Commercial team
- Co-ordination of faulty returns and liaising with Quality departments on fault testing
- Dealing with POD requests from carriers
- Liaising with Credit Control on any returns that are holding up invoice payments to assist with a resolution
- Regularly chase all outstanding returns/queries by phone and email
- Produce and monitor reports, regularly update log histories on outstanding debits and meet targets and deadlines to resolve
- Scanning and validating documents on to our archive system
- Cover for the Bespoke Product Team in the creation and completion of works orders to rework a product
- Any other ad-hoc office administrator/customer service duties as and when required to support the wider team