Job Description

Customer Service Representative

As a customer service representative in our consumer division, you will be involved in a broad range of tasks in a small team to assist with our order fulfilment activities for our UK and European client base.

You will aim to provide the support and administration required to deliver a first-class client service. As a well organised person, you will be self-motivated and a team player, working under tight deadlines and time constraints whilst retaining a keen eye for detail and accuracy.

Being on the front line, you will demonstrate excellent communication (both via email and by telephone) and interpersonal skills. Your can-do attitude and the desire to provide outstanding service will ensure full customer satisfaction. You will prove your ability to think quickly, solve problems and identify opportunities to enhance our customer experience. A good understanding of IT systems is a must.

Key responsibilities will include:

Providing a highly efficient, service orientated order fulfilment process to our customers, including order entry and acceptance. Control the delivery process, transmit any associated documentation for goods despatch and dealing financial queries. Monitor the order status on a regular basis, resolving problems with potential customer impact (e.g., contacting external carriers to solve any transportation issues, organising returns etc...). Dealing positively with customer queries and processing complaints/credits according to procedures. Maintain system housekeeping and general administrative tasks. Liaising closely with and supporting the accounts' sales managers. Collaborating with other internal departments (e.g., credit control & warehouse teams).

Essential skills and experience

B2B Customer service experience & experience of handling difficult customers with tact and diplomacy. Excellent organisational skills and ability to prioritise and adapt to change. Flexible and service-minded approach towards customers. IT Literacy (MS Office pack or similar) with an excellent telephone manner.

Desirable skills and experience

Experience in logistics and export documentation. Experience within a manufacturing / engineering environment. Knowledge of SAP. Experience of EDI order transfers. Additional languages and previous experience in foreign export.
Hours - 21 hours per week (to be worked over 4 or 5 days)

Holidays - 24 days per annum (pro rata) plus Bank Holidays

Salary: above minimum wage, dependant on languages spoken

Job Types: Part-time, Permanent

Expected hours: 21 per week

Benefits:

Company pension Employee discount Free parking Health & wellbeing programme Profit sharing
Ability to commute/relocate:

Gateshead: reliably commute or plan to relocate before starting work (required)
Education:

GCSE or equivalent (required)
Experience:

customer service: 1 year (preferred)
Work Location: In person