Unicrimp are looking to appoint a Customer Service Advisor providing an excellent service and supporting the day to day running of the busy Customer Service department.
Main Duties:Overseeing assigned accounts/customers offering full support to customers and External Sales ManagersInput a wrap up code info for each inbound and outbound callAnswering Switchboard overflowRaising claims with carriers for lost or damaged goodsTaking calls and dealing with all enquiries from our customers/ the external sales team and the general publicDealing with all email enquiriesProcessing internet orders using Sage and our in-house systemsProcessing email orders using in house systemFiling all paperwork on to our archive systemProcessing sample requests and internal picksBooking in deliveries for customers who require itPreparing quotes in Sage and in-house systemsProviding information on part numbers etc.
and some basic technical detailsSetting up customers for online orderingSend out promotions and mailshots for customers in designated areasDealing with the carriers, chasing deliveries and obtaining POD'sMaintain customer database to keeping contact details updatedOverseeing forward orders, call offs and projects for your customersMonitoring customer's orders, deliveries, overseeing service levels, building rapport, making courtesy calls and resolving any issues for key accountsWorking with other departments to ensure excellent efficient service from initial enquiry to despatch and after care serviceEntry of all debit notes, both emailed and posted, on to our in-house systemMonitoring Returns email inbox and ensuring all queries are dealt with promptlyRunning credits from our in-house system and SageScanning debits and corresponding paper work on to our archive systemDeal with all incoming debit queries (via telephone and email) both internal and externalLiaising with carriers and Quality department in organising collection of faulty goodsLiaising with External Sales team on stock cleanse debits and compensating ordersLiaise with External Sales team to resolve aged debit queriesInvestigating price queries with Customer Service, and the Commercial teamCo-ordination of faulty returns and liaising with Quality departments on fault testingDealing with POD requests from carriersLiaising with Credit Control on any returns that are holding up invoice payments to assist with a resolutionRegularly chase all outstanding returns/queries by phone and emailProduce and monitor reports, regularly update log histories on outstanding debits and meet targets and deadlines to resolveCover for the Bespoke Product Team in the creation and completion of work orders to rework a productAny other ad-hoc office administrator/customer service duties as and when required to support the wider teamMaking outbound calls regularly to your VIP key accounts. The ideal candidate will:Be personable, professional and approachable and above all have excellent customer service skills, offering the best personal service at all timesBe able to deal with difficult customers, always remaining calm and professionalBe accurate and efficient at all timesHave the initiative to find a resolution to any problems that may ariseWork equally well in a team as well as being able manage their own work load and effectively manage their own timeShould be flexible and adaptable, understanding what to prioritise in this varied roleWilling to cover holidays and absences of wider team membersHave previous experience in an Administration/Customer Service roleA basic knowledge of Word, Outlook, Excel and Sage would be beneficial but full training will be given Benefits:Option to purchase up to 5 extra days annual leaveHealth Cashback PlanPension SchemeLife AssuranceFree Parking Site Location: Scolmore House, Tamworth, B79 7UL
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