As a Customer Experience Sales Support, you will play a critical role in delivering exceptional service to our customers by managing complex queries, supporting sales functions and acting as a key link between departments. You will take ownership of high impact tasks with a strong focus on going above and beyond.
Order & Quote Processing:
Accurately process customer quotes and orders, including special or non-stock items.
Ensure all customer and order information is correct, clear and promptly entered into the system - updating the customer along the way.
Support the sales team with pricing / quoting, orders and handling contract amendments.
Identify upselling opportunities during customer interactions and promote relevant products and / or services.
Cross departmental collaboration, working closely with colleagues around the business to drive customer experience.
Customer Enquiries & Support:
Answer incoming calls professionally within 3 rings, using the BSG greeting with a focus on delivering an exceptional customer experience.
Respond to customer emails, within the agreed SLA timescales, with a focus on going the extra mile in delivering customer service.
Respond to all customer queries in a timely manner regarding delivery tracking, PODs (Proof of Delivery), shortages, picking errors and returns.
Respond to and resolve complex customer enquiries that require deeper investigation or cross departmental coordination.
Take accountability for enquiries that come our way, even if they fall outside our typical scope, ensuring the customer is appropriately communicated to.
Provide support and guidance to customers using the website, including troubleshooting and navigation assistance.
Manage and investigate invoice queries, ensuring accurate and timely resolutions.
Monitor and action back order reports to ensure timely fulfilment and communication with customers.
Customer Experience:
Take ownership of customer interactions and aim to exceed expectations at every touchpoint.
Maintain a helpful, proactive and positive attitude, ensuring customer satisfaction remains the top priority.
Go above and beyond to ensure we are adhering to BSG's customer experience mission statement.
Knowledge & Skills:
Previous experience in a customer service role essential.
Strong verbal and written communication skills.
High attention to detail and accuracy.
Ability to manage competing priorities efficiently.
Experience in fast-paced office environments.
Strong problem solving and ability to investigate queries.
Proficient in Microsoft Office.
Knowledge of the stationery industry or similar product-based environment is an advantage.
About You:
Takes pride in delivering excellent service.
Friendly and professional manner.
Proactive, team player and adaptable.
Calm under pressure and solution focused.
Empathetic, patient and customer-focused.
Strong multitasking abilities.
Positive attitude and eager to learn new skills.
Strong interpersonal skills with the ability to build relationships (internal and external).
Job Types: Full-time, Permanent
Benefits:
Company pension
Cycle to work scheme
Life insurance
On-site parking
Referral programme
Sick pay
Schedule:
Monday to Friday
Work Location: In person
Reference ID: CXSSColchester
Beware of fraud agents! do not pay money to get a job
MNCJobs.co.uk will not be responsible for any payment made to a third-party. All Terms of Use are applicable.