Join our dynamic team as you step into the role of Customer Service Advisor based in our offices in Sheffield.
Reporting directly to the Customer Services Manager, you'll be the face of our company, wowing our customers with your exceptional interpersonal and communication skills. Your enthusiasm and proactive attitude will shine through as you tackle customer inquiries head-on, leaving a lasting impression.
But that's not all – we're all about the little things, and your keen attention to detail will be the secret ingredient that makes our service truly exceptional. Dive into the world of Vi products and become a maestro of our offerings, enabling seamless day-to-day order processing. And when it comes to the tricky technical questions and in-depth assistance, don't worry, we've got a dedicated Technical Support team for that. Your journey with us promises excitement, growth, and endless opportunities to make a real impact!
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Answer calls in a timely and appropriate manner
2. Escalate technical questions to the Technical Support Specialist team as appropriate
3. Process telephone orders directly into the ERP system accurately, and give verbal feedback on stock availability to the caller
4. Inputting orders received by e-mail, via the or as passed to them and responding to customers as required
5. Processing, amending information as required, and releasing web orders to warehouse
6. Inputting key account orders as requested
7. Following up courier issues as raised, logging failures in the correct location
8. Using information provided by the Warehouse Manager, confirming requirements of customers for items on Back Order by telephone or email, once these are received into stock. Cancel order or release back order for picking as appropriate.
9. Correctly recording complaints received regarding service, including end to end order process errors and following up, referring product fault complaints to the Technical Support team.
10. Issuing returns forms and returns numbers to customers as required
11. Administration tasks as required, including use of Excel spreadsheets to record date
QUALIFICATIONS & EXPERIENCE:
12. Experience: Ideally candidates will have experience in a highly commercial customer service department within a sales focused organisation.
13. Education: Ideally educated to GCSE or equivalent.
14. Specialised Knowledge and Skills: Excellent verbal and written skills.
15. Other: Be fully adept with Microsoft office applications and familiar with in house bespoke systems and/or Sage. Excellent interpersonal and communication skills.