Job Description

:

UBT are proud to be working with a well established family SME business based in Bexley Heath who due to growth are now looking to recruit a Customer Service Representative. This position would be an all encompassing Customer Service/Administrative role monitoring sales e-mails, processing orders, customer call backs to resolve queries/problems and some accounts duties organising returns/credits, posting payments and some credit control duties. With the company being an SME this would ideally suit a candidate has enjoys a varied workload where they can truly add value who also wants to progress within a growing business. Customer service excellence is paramount and the company value their USP (unique selling point) of being an easy company to do business with. The successful candidate in return will be offered a competitive salary, business profit share bonus scheme, career progression through business growth and more.

Key duties and responsibilities....

• Check Sales inbox regularly for customer orders & queries.

• Process orders from phone/email/website onto Sage and pass to warehouse.
• Contact customers as needed to address any queries.

• Rapidly and efficiently sort customer queries escalated by RED (our offsite reception team), including liaising with Operations as required

• Check any delivery / tracking queries on the courier websites and updated customers accordingly.

• Capture all customer feedback and/or sales opportunities on the CRM (ACT)

• Start tracking metrics like customer feedback ratings, surveys, and Net Promoter Score (NPS) with the goal to consistently receive positive feedback and improve the NPS score over time.

• Study all marketing literature in order to build product knowledge to enable you to assist customers
• Enter payments received (on to Sage)

• Arrange/process returns and issue credits.

• Send statements to customers & chase slow payers as needed.

• Prepare/post information, literature, and samples as needed.

• Make follow up calls to stimulate sales, arrest slippages, follow up on campaigns etc.

• Call all new customers after their first order to check everything ok and ask about any further opportunities.

Requirements:

• Previous customer service experience is essential
• Attention to detail with administration and order processing
• Extremely customer centric
• Confident and friendly
• Go the extra mile
• Ambitious wanting to progress own career

Working hours - 8am to 4.30pm (flexible) Monday to Friday 37.5hour week

Benefits:

• Salary of \xc2\xa335,000 - \xc2\xa338,000 per annum
• Business performance related company bonus scheme
• Snacks and free drinks
• Free parking
• Career progression

Universal Business Team