Customer Service Advisor

Customer Service Advisor (Complete)

Location: Derby

Position and Job Overview

We have an exciting opportunity for a customer service advisor to join the team within our Derby branch. Customer Service is accountable for the operation and administration specifically covering the service given to customers and internal sales teams, ensuring that customers receive a high level of service enabling the branch to support growth.

The ideal applicant should be punctual, organised, able to multitask and to prioritise work. The candidate should also be able to use their own initiative as well as work in a team and have an excellent telephone manner and also be proficient with Microsoft Office.

The role is in a busy office, and includes duties such as building relationships with customers, promoting our product portfolio, answering the telephone, dealing with orders, queries, quotes, and product information. The role also involves product sourcing, informing customers of back orders and resolving discrepancies with orders.

Key responsibilities of the role:

• Implementing and maintaining minimum standards across all contact with customers.
• Ensuring operational SLA & compliance is in line with group operating rhythm.
• Minimise cost to serve while maintaining minimum service levels.
• Committing to a culture of continuous improvement.
• Identifying opportunities to streamline business processes and systems.
• To support Management in delivering process and system improvements and efficiencies.

Key skills and behaviours needed:

This is a fluid role requiring creativity, strategic thinking, insight, and excellent customer service skills.

• A positive but assertive attitude and a strong will to succeed.
• The ability to take ownership of customer issues and lead on their resolution.
• Excellent organisational skills.
• The ability to grasp a high level of detail.
• The ability to create, or challenge ideas, and influence change.
• The ability to work with data analysis and performance metrics.
• The ability to make decisions and effectively communicate these within the team.