Customer Service Advisor

  • Job Reference: 080620181353
  • Date Posted: 8 June 2018
  • Recruiter: Archers Recruitment
  • Location: Swindon, Wiltshire
  • Salary: £18,000
  • Sector: Commercial
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

An interesting opportunity with a varied Customer service role, supporting dealing with general admin and phone duties.In addition the role will be customer facing, dealing with various social media platforms, general IT skills.

Also dealing with queries on orders, and dispatches. The candidate must be a good communicator verbally and written.

  • Processing orders via telephone and post, ensuring a high level of accuracy.
  • Supporting our contact centre partner by investigating and delivering resolutions of escalated customer contacts.
  • Liaising confidently with other business areas to obtain the correct outcome for the customer.
  • Reviewing and responding to customer reviews on social media, such as Trustpilot and Google.
  • Ensuring accurate customer records are maintained and are ready to help in any future communication.

Direct Dispatch Management

  • Daily communication via phone and email with supplier base to obtain ongoing status updates of outstanding orders.
  • Working on daily spreadsheets to manage your dispatch area and follow up as necessary, escalating any product issues or supply delays with the relevant business area.
  • Following up on failed collections to determine the cause.
  • Assist with the accurate maintenance of back order dates to ensure that customer expectations are upheld.

Operations

  • Responsible for monitoring a dedicated mailbox for carrier queries relating to customer orders.
  • Liaising closely with carriers in order to investigate lost customer deliveries and answer any related issues.
  • Dealing with historic customer order queries, investigating old order forms where necessary.
  • Working on daily reports in order to resolve missing or incorrect customer details, or refunds.
  • Any other adhoc duties and projects as requested.

Product Management

  • Ensuring the complete integrity of product data in catalogues and on the web and all relevant systems.
  • Ensuring product data from internal teams and Suppliers is correct and accurate.
  • Working with Buying, Merchandising, QC and Suppliers to make sure we have all the data required to be legally compliant, are able to take orders/make shipments and are able to optimise our sales channels.
  • Review returns reasons and feedback to appropriate internal teams