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Customer Service
Job Posted: 4 hours ago
Salary: £ 29,000 - 32,000 / Annum
Job Type: Permanent
Location: Shrewsbury, Shropshire
Expire in: a month
Job Description
Job description:
Reporting to the Branch Manager, you will deliver a supporting role within the front office team. This will include the execution of daily tasks, strong customer service delivery and overseeing the van and logistics operation of the business whilst doing so in line with company Health & Safety expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
· Handling customer telephone and email enquiries and processing sales order onto our ERP.
· Assisting in resolving customer issues, documenting these, and escalating to your line Manager where these are of a more serious nature.
· Providing product and technical information when required, together with advice to customers in respect of warranty process.
· Ensure the smooth process of transitioning orders to the warehouse for packing and fulfilment purposes.
· Provide customers with help on product returns, invoice queries and future requirements.
· Dealing with trade customer collections and retail customer sales.
· Liaising with the field sales team to support with quotations, pricing queries, despatch, or fulfilment of sales orders.
· Oversee the maintenance and management of the van fleet including KPI input.
· Support the branch manager with site maintenance requirements.
SPECIFIC SKILLS, TASKS & ATTITUDES
· Returns order processing and raising credits through the approval process.
· Recording supplier and customer non-conformances and escalation through the quality assurance process.
· Daily customer contact via telephone to support scheduling of sales orders.
· Escalate low spending trends to the relevant field sales manager for investigation and follow-up.
· Document control to support proof of delivery.
· Understand the process around sales back-order and support identifying orders that can be fulfilled.
· Handling retail customer enquiries at the trade counter and sales order fulfilment.
· Support quarterly physical stock inventory controls to include counting and re-check processes.
· Allocation of invoices to customers and respond to any invoice queries.
· Daily invoice reporting for credit control.
· Attend and actively contribute to any team briefings.
· Input van KPI data and review performance to ascertain areas for improvement and act on them.
· Book in and work with vendors to ensure timely maintenance of van fleet
· be able to handle reactive maintenance as and when it arises ensure timely return of the vehicle to the fleet
· administration of POD’s and van paperwork including timely filing
· Possess the ability to effectively receive and integrate both positive and constructive feedback to foster personal & professional development.
· Actively participate & engage in companywide training programs to embrace continuous learning and contributing to organisational growth.
· liaise, undertake and support the management and maintenance of the site alongside the branch manager
· Strong focus towards role regarding H&S, following company guidelines and reporting near misses.
· Communicate effectively with senior managers by sharing information on effective practices, business opportunities and requirements.
II. QUALIFICATIONS, EXPERIENCE AND PERSONAL SKILLS
· Working knowledge of MS Office to include Outlook, Word, Excel
· Customer service experience using ERP software.
· A confident individual with experience supporting customer service requirements telephone & email.
· Organised and methodical approach to managing multiple tasks.
· Confidence to use initiative to develop problem solving and work toward continuous improvement.
· Strong literacy, numeracy, and communication skills at all levels, both written and verbal
· Ability to demonstrate initiative to spot opportunities for improvement.
· Possess the ability to effectively receive and integrate both positive and constructive feedback to foster personal & professional development
· Ability to work with others in a team and under direction
Monday - Friday, 40 hoursBefore You Apply
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