Job Description

Overall purpose

To deliver exceptional front-line service by efficiently processing customer orders, resolving queries across multiple channels, and contributing to sales growth while maintaining a high standard of customer care and operational efficiency.

Key responsibilities

Deliver excellent customer service across phone, email, WhatsApp, Instagram, and Facebook.

Respond to all customer queries within one hour of receipt, ensuring swift and helpful communication.

Meet individual, team, and company KPIs for customer satisfaction and sales.

Handle all incoming departmental calls and emails promptly and courteously.

Manage orders for various departments, including Health & Leisure and College customers.

Carry out essential administrative duties, including DHL reports, updating order records, and general documentation.

Maintain order accuracy by removing backorders and obsolete product lines as necessary.

Liaise with internal departments and management to resolve customer-related issues.

Proactively contact new and existing customers to build and maintain relationships.

Maintain and update customer database; follow up for re-orders and outstanding orders.

Produce quotations and proformas for customers as required.

Reach out to customers during promotions, such as Vat-free events.

Respond professionally to both positive and negative reviews.

Investigate and resolve customer issues including incorrect goods received, non-deliveries and damaged goods and rectify to the customer's satisfaction.

Ensure all returns are processed correctly and documented in the returns system.

In the absence of any team member, cover their tasks where possible to maintain efficiency of department.

Ensure company values are adhered to and incorporated into your working practices.

Maintain 'good housekeeping' standards, ensuring tidiness, safety and good working practices are adhered to, in order to meet statutory health and safety requirements

Undertake any specific projects as defined by your manager/Team Leader.

Job Types: Full-time, Permanent

Pay: 25,400.00 per year

Benefits:

Additional leave Company pension Employee discount Free parking Sick pay
Schedule:

Monday to Friday
Work Location: Hybrid remote in Coventry

Application deadline: 18/07/2025
Reference ID: Direct Sales june25