Customer Service Advisor (delivery team)

Description

The Customer Service department is the beating heart of the business. The team are responsible for processing customer sales orders and dealing with any operational issues. The team is split into sales & deliveries functions.

Primary Responsibilities (Deliveries)

Answering a high volume of calls

Managing incoming emails, categorising each message and action according to its daily deadline

Take phone calls from our 3rd Party Logistics partners, customers and internal departments

Manage order/delivery discrepancies, advising customers accordingly and ensuring replacement stock is sent as requested

Dealing with any complaints and queries received

Produce weekly and monthly reports as required

Undertake special projects to improve the processes and the efficiency of the department as a whole.Specialised Responsibilities (Deliveries)

Sending orders across to our 3rd Party Logistics provider for processing and dealing with any issues

Investigate any orders that haven't automatically been invoiced

Run the stock reconciliation to ensure systems are aligned

Arrange any special deliveries such as same day, booking in, reworks and other non-standard delivery requirements

Managing ongoing updates of customer delivery instructions and time windows

Resolving discrepancies on orders with shortages or problems identified by our logistics provider before dispatch and on delivery.

Dealing with returns from logistics provider and receipting stock

Raising credits

Stock transfers from warehouses

Journalling stock

Entering recharges onto monthly sheetKnowledge, Skills & Behaviours

Confident in speaking with customers, sales teams and our logistics partner to resolve any issues in way of email or a phone call.

Care about the customer and giving them great customer service

High levels of both accuracy and attention to detail

Good communicator both verbal and written - excellent telephone manner

Works well under pressure

Numerate

Team player who works well with others; both in their team and the wider company

Able to manage their own workload and prioritise appropriately

Problem solver

Able to influence others and negotiate a solution

Customer centric and strives to do their best for our customers

Self-starter, able to use own initiative

Embraces and demonstrates Company Values

Take some responsibility for own development by highlighting any training or support needsExperience & Qualifications

Previous experience in customer service or customer care role preferably office based

Computer literate must be proficient with Microsoft Outlook, Excel and Navision ideally Bevica.

Experience of working with 3rd party logistics providers

Highly numerate.

What is on Offer

Competitive Salary

Professional development

Bonus Structure and Company Profit Share Scheme

Pension scheme

25 Days Annual Leave per annum with the ability to purchase up to 5 days

Connect2Employment is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Employment is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates

Ad ID: 5416905836