Customer Support Advisor

Role Overview & Responsibilities

Overall purpose

To offer an excellent front line service to customers.

To expedite customer orders as speedily and efficiently as possible and investigate and deal with any queries or complaints in a professional and courteous manner. Increase sales by sourcing new customers and retaining existing ones.

Key responsibilities

Achieve individual, team and Company Key Performance Indicators (KPI’s).

All incoming departmental calls and emails are answered promptly and courteously and in line with KPI’s.

Generate sales to achieve specified individual and team sales targets.

Respond to customer queries relating to products and liaise with the Trading team as necessary.

Answer to the customer’s satisfaction any questions or queries as quickly and efficiently as possible, all queries to be responded to within one hour of receipt.

Liaise with other departments and Management within the Company where necessary.

Contact all first time customers to build a good business relationship.

Actively source new customers.

Create, maintain and update customer database.

Contact customers for reorders and to chase outstanding orders to maintain a good business relationship.

Produce quotations for existing customers when required.

Ensuring all quotations are followed up to maximise sales opportunities

Managing activity through the CRM system, ensuring tasks are kept up to date.

Provide support for marketing campaigns; monitor progress of new products, etc.

Investigate all queries and complaints, incorrect goods received, non deliveries and damaged goods and rectify to customer’s satisfaction.

Follow up all queries and complaints through to satisfactory conclusion to both customer and Company.

Investigate late and non delivery of customer orders with nominated carrier and obtain E.T.A. (estimated time of arrival) for customer.

Returns are raised, and all details recorded on the Returns system.

In the absence of any team member, cover their tasks where possible to maintain efficiency of department.

Ensure company values are adhered to and incorporated into your working practices.

Maintain ‘good housekeeping’ standards, ensuring tidiness, safety and good working practices are adhered to, in order to meet statutory health and safety requirements.

Undertake any specific projects as defined by Direct Sales Team Leader.

Job Types: Full-time, Permanent

Salary: £21,294.00 per year

Benefits:

• Additional leave
• Company pension
• Employee discount
• Free parking
• Sick pay

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Coventry

Reference ID: Direct Sales