Job Title: Customer Service Advisor (Export team)
Type of Employment: Full-time, Permanent
Salary: Competitive
Location: Mirfield, West Yorkshire
Line Manager: Senior Team Coordinator (Export)
Job Purpose:
To ensure holistic support to customers relating to order management, enquiry management and discrepancy management. Act as the customer’s advocate to ensure that you and the business delivers a world class customer service experience to every customer, every time.
Key Tasks and Accountabilities:
- Promptly manage customers and Area Business Manager’s requirements by handling incoming communications, enabling them to act with speed and ease
- Ensure customer product and lead time requirements are met by ensuring the accuracy and timeliness of order entry
- Conduct rigorous daily open order management for all customer accounts so that best possible lead times are achieved, and customers are kept appraised
- Identify the key satisfaction drivers for your customers, aligning your work and the internal business to continuously, enhance service and customer satisfaction
- Make it easy and pleasurable for customers to deal with the company: foster trust, open communication, and a positive ‘can do’ culture
- Build and nurture relationships with team, internal departments, and sales teams to ensure alignment to customer needs and a team approach
- Be the customer’s advocate within the business, facilitating best in class service via all internal departments on the customer’s behalf
- Support other team members, including the UK team and Reception, ensuring the Customer Service department optimises its resource to maintain continuity of service excellence at all times to all customers
- Acquire and hone a deep product knowledge to allow enquiry response, cross selling and substitution suggestions - thus maximising sales, service level and customer satisfaction
Education / Skills / Knowledge / Experience
- GCSE’s or equivalent in Maths and English
- Fluency in English
- Fluency in French is essential
- Customer Services or customer facing experience essential
- I.T literate. Capable of speed and accuracy of data processing
- Experience of Microsoft Word and Excel
Personal Qualities
- Self-motivated with a ‘can do’ positive attitude
- Excellent communicator in all mediums
- Attentive listener with high emotional intelligence
- Attention to detail orientation
- Friendly, calm and professional manner
- Ability to take the initiative and demonstrate adaptability
- Demonstrable time management and planning skills
- Ability to manage pressure and deadlines within a team environment, prioritising within a busy and changeable workload
- A natural troubleshooter, collaborative in solving issues for your customer
- Continuous improvement orientated, deliver customer-focussed service innovation that enhances customer satisfaction