Overview

Customer Service Advisor

BelkavitzSloan are proud partners to the UK’s leading Industrial product distribution and MRO company. The company boast an unrivalled product portfolio with some of the most well-known manufacturing brands consisting of Mechanical, Electrical and Fluid Power Transmission. This coupled with a presence in every major industry sector across both the UK and Europe.

The company have undergone a significant period of transformation which has involved bolstering and enhancing their product portfolio along with re-structuring internally to better service their clients UK wide.

As part of their plans moving forward they are now seeking a customer experience advisor in their Colchester office.

Purpose of the role

To effectively manage, oversee and organise interaction between a customer and the organisation throughout the customer lifecycle.

The Customer Experience advisor will optimise interactions from the customer’s perspective, and as a result, foster customer loyalty.

Specific Attributes

• Strong verbal and numerical reasoning skills

• Ability to make decisions independently

• The ability to influence and deliver successfully through others

• Flexibility and ability work under pressure, multi-task and prioritise tasks with strict deadlines

• Understanding the needs of the business along with the flexibility to change according to requirements

• Ability to handle a wide range of activities

Key Accountability

The Customer Experience Advisor is responsible for managing excellent communication and interaction between the customer and the company, providing a high quality of customer service which increases the company’s reputation leading to increased sales.

With a range of duties that include processing orders, handling enquiries via incoming calls, updating customer accounts and dealing with correspondence, the Customer Experience Advisor is the front line for customer interaction with the company. Strong verbal and written communication skills and excellent attention to detail are essential for this role, as well as an understanding of what constitutes first class customer service.

Responsibilities

1. Customer Experience processes. To ensure all processes are correctly followed at all times

2. Sales Order Entry. Process a high volume of both telephone and offline orders daily with speed and accuracy ensuring customers are made aware of all relevant information.

3. Continuous Improvement. To work closely with the Continuous Improvement team to communicate errors or issues to ensure our processes can be reviewed to minimise errors in the future

4. Communication. To demonstrate excellent communication externally and internally via all methods of contact

5. Customer Contact Data. To ensure our customer contact database is up to date and contacts verified through ordering processes and subscribing customers to our mailing list

6. Service Excellence. Ensure all customer contacts and service issues are resolved to achieve a high level of customer satisfaction and balanced against commercial viability

7. Sales Opportunities. The ability to generate additional sales through the conversion of quotations, uplink products, and promotional selling and proactive calls

8. Customer Qualification. Build close relationships with customers and identify customers with potential for sales growth and communicating this through the business

9. Migrating customers offline to online. Promoting our website and facilities at every opportunity to try and convert offline customers to online ordering, returns and logging cases

10. Multi-skilled. Demonstrate competency in handling all aspects of Customer Experience activities

11. Performance Standards. To consistently achieve individual performance standards required to meet business needs in accordance with Best Practice Model

12. Personal Development. To achieve full accreditation and competence for all areas of Customer Experience, within designated time frames

13. Measurement. To optimise every opportunity within all areas of the department to ensure individual KPI targets are consistently met, and contribute towards team, department and overall company targets

14. Ownership. To demonstrate real ownership in attitude and approach to all job role activities and actively promote suggestions for improving customer service performance and company effectiveness

15. Working relationships. Contribute to team performance and to build good working relationships at all levels

16. Department & Company Aims. To ensure that every effort is made to achieve the department and company aims and objectives, including the wider issues of customer retention and enhanced value of the customer

17. Understand the Strategy and your role in contributing to it. Ability to clearly communicate the internal and external mission statements.

18. To carry out additional duties or projects which might reasonably be expected by your line manager

CUSTOMER SERVICE, CUSTOMER CARE, CUSTOMER EXPERIENCE

BONUS, PENSION, CAREER DEVELOPMENT