Customer Service

  • Job Reference: 160520181021
  • Date Posted: 16 May 2018
  • Recruiter: Archers Recruitment
  • Location: Swindon, Wiltshire
  • Salary: £18,000
  • Sector: Commercial
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Customer Service

  • Processing orders via telephone and post, ensuring a high level of accuracy.
  • Supporting our contact center 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.