Job Description

Job Overview

We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this role, you will be the first point of contact for our clients, providing exceptional service and support. You will utilise your strong communication and analytical skills to address customer inquiries, resolve issues, and ensure a positive experience.

The Customer Service Advisor will be working in a small team, interacting with sales support, sales application engineers, expedite, purchasing & planning teams and the third-party logistics company.

Responsibilities

Providing customers, both internal and external with prompt and accurate information regarding their complaint, including next step actions, managing expectations and ensuring quick resolutions

Communicate with the third-party distribution centres in The Netherlands (3PL) and our internal warehouses to ensure stock levels are amended/returns booked back in and any issues are recorded and rectified

Monthly reporting on complaint reasons, returns, cancellations and USA shipping performance

Support for Expedite Operations Administrator during holidays & absence in relation to communicating with USA & expediting customer orders.

Providing customers with order status updates & working as part of a team to provide solutions to supply issues and supporting the customer with any issues

Handling post sales support calls by correctly assigning and recording to the appropriate team member for product setup as well as defective items

Handling customer enquiries and complaints over the phone and via email in a professional manner

Accurately logging complaints into the ERP & CRM Systems. Ensuring that full detailed records are maintained in relation to the complaint investigation and sign off on response and ensuring the customer is kept informed of the complaint progress and resolution

Exploring all aspects of the customers complaint, to establish and fully understand the root cause

Demonstrating a timely resolution of all complaints

Arrange returns with domestic and international freight forwarders

Dealing with 3PL partners & internal warehouses with any product/administration related queries/complaints Dealing with carriers regarding problems with deliveries. Arranging product returns to vendors and our US facilities Tracking of all transfer shipments between all warehouses. Capturing this data and producing a monthly report on carrier performance Produce monthly reports on complaint reasons, returns, cancellations & identify trends
Liaising with Sales Application Engineers & purchasers to find alternative products and solutions to customer queries.

Advising customers of any delays or issues with their orders

To provide cover where necessary with any administration functions - Expedite, Sales Support & Purchasing

Knowledge, Skills and Abilities:

To perform the job successfully, an individual should demonstrate the following knowledge, skills and abilities:

Ability to make decisions from evaluating the evidence to achieve the required outcome, whilst understanding the business impact

Understanding & competence in following QA procedures for complaints & returns

Ability to analyse data to identify trends, establish root causes and solutions/next step actions

Ability to produce detailed reports on performance and trend analysis

Competent in the use of IT systems such as email, Microsoft Office, Salesforce CRM and ERP.

Work effectively as an individual and as part of a team.

Flexible to business needs and drivers Willingness to go that 'extra mile' to deliver customer satisfaction Ability to organise and prioritise tasks effectively.
Able to work across different nationalities and geographies, ensuring the voice of customer is respected

Must have the ability to multi-task

Must have excellent verbal and written communication skills.

Experience in a modern manufacturing environment desirable

Fluent in English, both verbally & written. Fluent in French, German, Spanish or Italian desirable

Mathematical Skills:

Numerate, able to calculate.

Reasoning Ability:

Ability to effectively apply general rules to specific problems to produce answers that make sense and combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

Ability to effectively, communicate verbally and in written form

Ability to provide simple costs analysis:

- assess when it's worth replacing or repairing (when applies)

- assess when it's worth having the item(s) back or simply raise a credit note (when applies)

Computer Skills:

MS Office, especially excel (to intermediate/advanced level), CRM (Salesforce), ERP Systems (Syteline, SAP etc).

Work Environment:

Office Based

Education and/or Experience:

Ideally, at least 3/5 years' experience in a similar role

GCSE A Level in Math's and English - or equivalent BTEC qualification

Job Type: Full-time

Pay: 25,000.00-28,000.00 per year

Work Location: In person