Customer Service Advisor

​Rewards and Benefits on Offer

• Immediate start date.

• Permanent role.

• Varied and interesting job role.

• Great resources.

• Great team culture.

• Any support required is provided.

The Company you will be working for;

Our client is an established and successful company based in Newcastle. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below.

The job you will be doing:

• Working with a team of advisors to deliver an excellent service to our customers.

• Key account management for a defined set of customers.

• Working to and reporting of agreed department and customer KPIs on a daily/weekly and monthly basis as required.

• Demonstrate ownership and accountability for all queries and concerns within your area.

• Building and maintaining a strong relationship with customers.

• Deliver outstanding customer service by maintaining relationships with internal and external customers and distributors through excellent account management. 

• Respond to inbound calls and initiate outbound calls/email correspondence with customers.

• Proactive outbound calls / emails to customers to ensure we are meeting the daily requirements and report back, and drive implementation of any suggested improvements.

• Ensure prompt and accurate resolution to customer queries.

• Ownership of all queries to resolution, including liaising with internal departments to provide a timely, accurate resolution to the customer.

• Overseeing the end-to-end order processing and management of the sales order, expediting where required and ensuring we are meeting agreed department SLAs.

• Management of overdue orders and delays from suppliers, highlighting trends or concerns to the CS Manager and Service Delivery Manager.  

• Managing open order books to ensure data is accurate and month end processes are carried out to ensure the order book is maintained and closed monthly.

• Support the processing of customer orders through internal record management systems.

• Supporting onboarding of new customers as required.

• Providing routine feedback on customer feedback/ satisfaction including reporting trends on route cause and corrective action.  

• Monthly reporting to the Service Delivery Manager and Customer Services Manager on performance against KPIs and customer feedback.   

• Demonstrate a strong technical/product knowledge of the company’s products for your area of responsibility.

• Support invoicing and finance queries to ensure timely resolution.

About you:

• Demonstrable recent experience of working within a customer focused environment

• Experience in displaying a can-do attitude with the ability to motivate team members.

• Ability to develop and maintain positive working relationships with others.

• Able to work under pressure and thrive working in a fast-paced environment.

• Quality focused with a passion for delivering excellent customer service.

• Experience in displaying a commitment to continuous improvement.

• Critical-thinker and problem-solving skills.

• Excellent verbal and written communication skills, experiencing eexcellent communication skills, able to effectively communicate across all levels of business.

• Excellent attention to detail.

• Strong organisational and priortitisation skills in a demanding environment.

• High attention to detail. 

• Good IT proficiency.

• Always maintains levels of confidentiality.