Job Description

Customer Service Advisor
To be the primary point of contact for customers, collaborating with internal departments and external suppliers to deliver expert support and swift, complete resolutions. Commit to ensuring an outstanding customer experience while supporting commercial success
About the role
Customer Interaction & Enquiries - Proactively manage multi-channel customer enquiries, aiming for complete and timely responses within KPI targets, and striving for first contact resolution to enhance satisfaction and efficiency
Order Management - Accurately process customer orders into the system and issue order confirmations within defined KPI timeframes, maintaining a 'right first time' ethos to ensure precision and efficiency
Complaint Resolution & Claims Handling - Take ownership of customer complaints from recording to resolution, delivering outcomes within KPI targets and managing expectations with transparency and care. Facilitate claims and credits while engaging internal and external stakeholders to ensure seamless problem-solving
Relationship Management - Build strong, lasting customer relationships by delivering consistently professional and courteous service, reinforcing trust and loyalty at every touchpoint
Continuous Improvement - Drive and support continuous improvement efforts to streamline processes, boost efficiency, and deliver an exceptional customer experience
Data Protection Compliance - Ensure full compliance with data protection regulations, upholding the highest standards of confidentiality and integrity in all customer and business data handling processes
Company Values & Leadership - Consistently exemplify Brett Martin's core values and customer-first principles by modelling professional behaviours, fostering a culture of excellence, and encouraging best practices across all interactions
Ad-Hoc Support - Flexibly support wider business needs through the completion of ad-hoc tasks, including reception cover and other duties that contribute to smooth day-to-day operations
About the company
With more than sixty years of plastic manufacturing experience, servicing a diverse range of industries, our success has been built on a unique combination of great people, great products and a desire to go further on behalf of our customers around the world.
Required Criteria

• o Logical, efficient and effective problem solver
• o Excellent time management skills
• o Previous customer service experience in high pressure setting
• o Ability and willingness to learn
• o Totally customer focused
• o Can build effective relationships with customers and colleagues

Desired Criteria

• o Previous experience or knowledge of industrial, construction or manufacturing industries
• o Awareness of Lean six sigma principles
• o Export experience

Skills you'll need

Skills Required