Customer Service Advisor

Reporting directly to the Customer Service Team Leader, the successful candidate will manage the end-to-end order process for the product line, ensuring that every order and inquiry is handled efficiently, accurately, and to the highest standards of customer satisfaction and company quality. Our goal is to continuously deliver Customer Service Excellence, ensuring we deliver the right product and service, at the right price, at the right time, to the right customer every single time. In this role you will proactively communicate with customers and suppliers to guarantee a seamless experience and closely collaborate with our manufacturing plants, fostering strong cross-functional relationships to optimize product availability, meet demand, and support revenue growth. Additionally, the position will involve leveraging opportunities to upsell, suggest product alternatives, and manage allocations to maximize customer satisfaction and inventory efficiency.

Key responsibilities for the position include:

• Priority focus on a high level of customer service excellence, responsible for assigned Customer base ensuring all aspects of the Customer's order are managed and customer enquiries are handled efficiently, quotations and sample requests are prepared in a timely manner and projects are registered in the dedicated system CRM systems are up to date.
• Process all incoming orders onto the system, and ensure that Customer receives expected level of communication and follow up throughout
• Manage the Debit/Credit Note process to Customer and Company requirements and proforma invoice and account status communication with Customers as required
• Manage any customer Complaints & Returns effectively and efficiently
• Prepare Customer drawing presentations using CAD software when required, ensuring accuracy and timeliness in all instances
• Meet operational targets set for team/Department
• Liaise with Supply Chain and 3^rd parties, to ensure required order delivery and report on failed/late deliveries to facilitate management follow-up

The successful person must:

• Have a minimum of 3 standard grades which should include English and Mathematics or equivalent
• Have previous experience in a customer services role is essential, preferably in a retail or product services sector.
• Have a full driving license
• Be confident working with measurements, calculations, and conversions as required for manufacturing processes
• Be able to positively build and maintain relationships with a wide variety of people in a complex and high-volume product market
• Be able to maintain a customer focus and demonstrate a desire to go the 'extra mile' to achieve maximum customer satisfaction whilst also maintaining a mindset to think commercially and achieve business results
• Have excellent communication skills with the ability to communicate clearly with a range of people both externally and cross functionally within the business
• Have experience of influencing, negotiating and utilising issue resolution skills
• Have strong organisational skills with the ability to work independently and manage competing priorities
• Have a practical mindset with a strong awareness of how to apply technical knowledge effectively in day-to-day tasks
• Be able to demonstrate attention to detail across all areas of their work
• Demonstrate ability to be responsive and have excellent time management competence
• Be proficient using MS Office, and have experience of order processing systems
• Experience of CAD and SAP software is desirable

Salary: £27,500 to £30,000 depending on experience.

Bonus: £1,060

Work pattern: 8.30am - 5pm, 5 days a week with an hour for lunch. No regular home working.

This role is based at their Ripley site working 37.5 hours per week.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.