Unicrimp are looking to appoint a Customer Service Advisor providing an excellent service and supporting the day to day running of the busy Customer Service department.

Main Duties:

• Overseeing assigned accounts/customers offering full support to customers and External Sales Managers

• Input a wrap up code info for each inbound and outbound call

• Answering Switchboard overflow

• Raising claims with carriers for lost or damaged goods

• Taking calls and dealing with all enquiries from our customers/ the external sales team and the general public

• Dealing with all email enquiries

• Processing internet orders using Sage and our in-house systems

• Processing email orders using in house system

• Filing all paperwork on to our archive system

• Processing sample requests and internal picks

• Booking in deliveries for customers who require it

• Preparing quotes in Sage and in-house systems

• Providing information on part numbers etc. and some basic technical details

• Setting up customers for online ordering

• Send out promotions and mailshots for customers in designated areas

• Dealing with the carriers, chasing deliveries and obtaining POD’s

• Maintain customer database to keeping contact details updated

• Overseeing forward orders, call offs and projects for your customers

• Monitoring customer’s orders, deliveries, overseeing service levels, building rapport, making courtesy calls and resolving any issues for key accounts

• Working with other departments to ensure excellent efficient service from initial enquiry to despatch and after care service

• Entry of all debit notes, both emailed and posted, on to our in-house system

• Monitoring Returns email inbox and ensuring all queries are dealt with promptly

• Running credits from our in-house system and Sage

• Scanning debits and corresponding paper work on to our archive system

• Deal with all incoming debit queries (via telephone and email) both internal and external

• Liaising with carriers and Quality department in organising collection of faulty goods

• Liaising with External Sales team on stock cleanse debits and compensating orders

• Liaise with External Sales team to resolve aged debit queries

• Investigating price queries with Customer Service, and the Commercial team

• Co-ordination of faulty returns and liaising with Quality departments on fault testing

• Dealing with POD requests from carriers

• Liaising with Credit Control on any returns that are holding up invoice payments to assist with a resolution

• Regularly chase all outstanding returns/queries by phone and email

• Produce and monitor reports, regularly update log histories on outstanding debits and meet targets and deadlines to resolve

• Cover for the Bespoke Product Team in the creation and completion of work orders to rework a product

• Any other ad-hoc office administrator/customer service duties as and when required to support the wider team

• Making outbound calls regularly to your VIP key accounts.

The ideal candidate will:

• Be personable, professional and approachable and above all have excellent customer service skills, offering the best personal service at all times

• Be able to deal with difficult customers, always remaining calm and professional

• Be accurate and efficient at all times

• Have the initiative to find a resolution to any problems that may arise

• Work equally well in a team as well as being able manage their own work load and effectively manage their own time

• Should be flexible and adaptable, understanding what to prioritise in this varied role

• Willing to cover holidays and absences of wider team members

• Have previous experience in an Administration/Customer Service role

A basic knowledge of Word, Outlook, Excel and Sage would be beneficial but full training will be given