Our client is seeking an enthusiastic, experienced Customer Service Advisor to join their Customer Services department specifically working on their e-commerce site overseeing 2000+ online products.
You will be responsible for delivering first-class customer service to current, prospective and new customers via telephone, email and all forms of online customer engagement.
Key Responsibilities
Managing over 50+ orders a week you will be required to ensure the daily accurate input of orders onto their ERP system for customers with both credit accounts and pro-forma accounts, this will include taking payment details over the phone and processing the payments.
Supporting key account customers, you will be looking at their schedules and forecasts, liaising both with Production and Purchasing to make sure their required delivery dates can be met.
Working alongside both external and internal sales, stores and marketing teams to ensure our customers receive the best possible experience.
Responsible for managing Webchat and answering customer queries promptly. You will be a self-starter, able to gain knowledge of their products to ensure that the client is the first choice.
Working closely with the internal sales and specific product managers to ensure the customer receives the best product for their needs.
Candidate Requirements
Microsoft Outlook and Excel, ERP (preferably Epicor) and/or CRM experience
Customer service experience
Excellent organisation and attention to detail
Ability to prioritise, multitask and react quickly to urgent enquiries
Professional email and telephone manner- essential
Confidence to speak to a wide range of customers - essential
Technical experience with e-commerce platforms is desired
Confidence to identify possible upselling opportunities from orders and the Webchat so that these can be passed on to our external sales as leads.
Other
Full-time basis working Mon-Fri 08:00-17:00
20 days paid holiday + Bank Holidays
Company pension and health care schemes
Free on-site parking