Internal Customer Service

My client is looking to recruit into the sales and Customer Team in providing an excellent service to our customer base, ensuring that customer enquiries are dealt with in a timely and accurate manner, all quotations are effectively followed up and all sales opportunities maximised through an effective proactive approach.

Main Duties

• To process orders in a precise and timely manner (manual and EDI) to ensure efficient management of the ship schedule, sending order confirmations, booking in deliveries, chasing stock, dealing with pro forma payments
• To process purchase orders to suppliers for bespoke /non stocked items, to chase supplier invoices on a regular basis for drop/back to back shipments raised, and to create new codes for bespoke units in line with department guidelines
• Receiving and placing customer service telephone calls. Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• Proactively follow up all sales quotations and identify growth opportunities
• To maintain the enquiries and quote process via precise and timely processing in order to generate new business. Raising and amending quotes, sending to the customer, investigating transport costs and quoting these, sending product information where required.
• Following up quotes and ensuring all are recorded in line with business process.
• Recording delivery issues on the complaints system, including processing customer credit requests where raised, investigating customer delivery discrepancies, and reaching an appropriate solution for the customer
• Promotion of our products and services, and to call customers to support department marketing campaigns
• Various housekeeping duties include: closing/completing orders which have passed their requested delivery date should balance shipments not be required, ship schedule management to ensure that all lines have been shipped and completed, updating contact information, blocking unused bespoke codes and driving this in team, marking old unusable accounts as inactive, keeping electronic paperwork filed in order as per department procedure along with ad hoc system cleansing
• Liaising and supporting with external and internal customers across departments
• Participate in product training as and when required
• Cross training across the team/departments
• To take ownership of your ongoing development and partake in any relevant training required in accordance with the responsibilities of the role
• To adapt and show motivation on a daily basis towards the fast paced and ever changing environment

Person Specification

• Experience of working in a customer service and sales focused environment
• Communication skills that allow you to inform, help and advise
• Strong listening skills to understand exactly what customers require
• Confidence, patience, tact and diplomacy when dealing with difficult situations
• Problem-solving skills with the ability to think clearly under pressure
• Creative thinking to develop ideas that improve customer service standards
• A proactive, results-driven mindset with a focus on meeting customer and business objectives
• Ability to build strong, trusting customer relationships to support long-term account development
• Confidence in influencing and negotiating to reach mutually beneficial outcomes
• High level of organisation and planning skills
• Ability to work effectively under pressure while maintaining professionalism
• Skills & Abilities required to perform the role
• Knowledge of customer service principles and practices
• Experience in account management, including maintaining and growing existing client accounts
• Knowledge of customer service software, databases and CRM tools
• Proficient in MS Office applications
• Customer Focused
• Experience of external customer service delivery - understanding needs and expectations of customers
• Excellent written & verbal communication skills externally with customer and also internally with colleagues
• Good understanding of customer and product requirements
• Knowledge of CRM systems

Qualifications required to perform the role

• Educated to minimum GCSE level C/5 (Maths and English)

The role is a permanent role paying up to £30,000 and is office based.

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