Job Description

Overview

Working as part of a small team, supporting all activities in relation to customer service and order management; including B2B, e-commerce and general enquiries. Working closely with the Commercial team, building effective customer relationships and covering all aspects of the administration of orders, invoicing, returns and providing excellent support and information in response to customer queries, concerns and requests about Gill products across all channels (B2B & D2C).

Responsibilities include (but not exclusively):

Be one of the first points of contact for customers via phone, email and face to face, responding effectively and efficiently,

Accurately process and monitor orders, acknowledgements, invoicing and returns and co-ordinate timely despatches, across e-Commerce, End Consumer and B2B channels.

Gain knowledge of shipping regulations, terms and requirements for all countries in which Gill is represented, accurately processing shipping documentation and forms for the export of goods.

Investigate and solve customer problems, maintaining a positive customer experience in the event of operational or service breakdown, taking ownership of any issues and seeing through resolution from start to finish.

Provide administration support to external sales representatives, international agents and export distributors.

Follow agreed procedures ensuring standards and documentation exist for review whenever necessary.

Develop detailed knowledge and understanding of customer accounts, products and services.

Be an ambassador for the Gill brand and services.

Any other duties as requested by the Sales Office Manager or Customer Operations Manager.

Attributes - Essential:

Experience in a customer facing role

IT literate with experience of Outlook, Word & Excel and able to confidently learn new software, with appropriate training

Proactive, self-motivated and enthusiastic

Organised and able to manage own workload

Excellent attention to detail and accuracy

Confident and effective communicator both verbally and in writing

Passion for working as part of a team

Ability to remain calm under pressure

Integrity and professionalism

Flexible approach to work

Personable & Articulate

Attributes - Desirable:

European languages, both written and spoken.

Understanding of and interest in technical clothing.

Experience handling end consumer enquiries

Operating Environment:

Minimum 22.5 hours a week - Monday - Friday

Proactively contribute to team and inter-departmental working, challenging working methods to improve efficiencies and customer service levels

Take personal responsibility and accountability

Behave with integrity and professionalism at all times

Some off-site work may be required on an ad-hoc basis

Job Types: Part-time, Permanent

Pay: From 14,285.70 per year

Expected hours: 22.5 per week

Benefits:

Company pension Employee discount Free parking On-site parking Sick pay
Schedule:

Day shift Monday to Friday
Education:

GCSE or equivalent (preferred)
Experience:

Customer Service: 1 year (preferred) Administrative: 1 year (preferred)
Location:

Nottingham NG10 1LR (preferred)
Work Location: In person

Reference ID: Customer Support Administrator