Job Description

You will be a highly motivated Customer Service Advisor to join our team. This position focuses on supporting our customer service team with order entry, service support, and analysing team workflows to enhance productivity and efficiency. You will play a key role in documenting and improving processes while providing high-quality service to our customers.

Key Responsibilities:

1. Order Entry & Processing:

Accurately input customer orders into the system, ensuring all relevant details are correct.

Verify and process customer orders promptly, handling any discrepancies or issues as they arise.

Collaborate with internal departments (sales, logistics, finance) to ensure smooth processing of orders.

Track orders from initiation to delivery, providing customers with updates when.

2. Service Support:

Serve as the first point of contact for customer inquiries, including order status, product information, and service-related questions.

Assist with handling and resolving customer complaints or issues in a timely and professional manner.

Escalate more complex issues to senior team members or relevant departments, when necessary, while ensuring follow-up with the customer.

Maintain strong relationships with customers by providing excellent service, answering queries, and offering relevant solutions.

3. Workflow and Process Analysis:

Work closely with the customer service team to analyse current workflows, identifying bottlenecks, inefficiencies, and areas for improvement.

Assist in documenting current processes and creating clear, structured documentation for all team activities.

Propose and implement improvements to enhance productivity and streamline order entry and service support processes.

Collaborate with team members to test and refine new processes, ensuring they are aligned with business goals and customer needs.

4. Performance Reporting and Feedback:

Collect and analyse data from customer interactions, order entry, and service requests to track performance metrics.

Generate reports on team performance, identifying key trends and areas for improvement.

Present findings and recommendations to the Customer Service Manager to drive continuous improvement.

Participate in regular team meetings, sharing insights and providing feedback on process improvements and customer interactions.

Qualifications and Skills:

Education: Bachelor's degree in Business Administration, Supply Chain, Customer Service, or a related field.

Strong communication skills, both written and verbal.

Excellent attention to detail with the ability to manage multiple tasks and deadlines.

Analytical mindset with the ability to interpret data and identify trends.

Basic understanding of process documentation

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Understanding of CRM software would be beneficial.

Strong problem-solving skills and a proactive approach to customer service.

Ability to work well in a team-oriented, fast-paced environment.

Benefits:

Competitive salary and benefits package.

Opportunities for professional development and growth.

Supportive and collaborative team environment.

Job Types: Full-time, Permanent

Pay: 24,420.00-26,000.00 per year

Benefits:

Canteen Company pension On-site parking Sick pay
Work Location: In person