Customer Service Representative

Role Overview & Responsibilities

Job Role: Customer Service Administrator

Reporting to: Customer Service Manager

Job Location: Head Office in Bradford, BD3.

Job Salary: Ranging between £20,000 to £24,000 depending upon experience

Company Description:

Flexiform is a leading UK designer, manufacturer, and installer of office furniture for both the Government and Private Sector, and a key supplier on the Government CCS framework. We have an enviable 50-year heritage of manufacturing high-quality products from a 72.000 sq ft manufacturing plant based in Thornbury, West Yorkshire. Further showrooms and sales hubs can be found across the country including London and Scotland. Asgard is a subsidiary of Flexiform Business Furniture and is a web based company supplying secure steel storage to both consumers & businesses.

Job Summary:

Asgard has an opportunity within their friendly Customer Services Team for a highly organised individual to support the team. The role will combine a variation of duties from pre -sales support for our customer, order processing & after sales support.

Responsibilities and Duties:

· Post-Sales Support - You will be assigned a customer database for post-sales support and be responsible for the logging of any cases raised against the customer’s order organising replacement, damaged or missing parts etc. These will be logged on a CRM system for reporting and logging purposes. Experience of this beneficial but not essential as full training will be given.

· Complete Web Orders daily via a Magento system ready for uploading onto our internal system for processing.

· Checking of uploaded web orders prior to emailing order confirmations. Check for product compatibility / Pay on Invoice orders / Sales rep allocation and generally for completeness and accuracy.

· Livechat / Chatbot daily updates / Tickets (left out of hours)

· General Phone Enquiries

· Responding to emails from our main inboxes within a targeted timescale

· Checking / Inputting of orders from Trade customers including setting up new accounts (B2C)

· Checking / Inputting of orders for our parent company, Flexiform (B2B)

· Raising Pro Forma invoices / chasing payment of these if not paid inside a certain timeframe.

· Cash allocation from BACS sheet daily – Holiday Cover only.

· Credit Control – Holiday Cover only

· Sample Demo order processing / returns – Holiday cover

· Screwfix / Wayfair Portal Order Control / processing

· Liaising with our Installation Service Teams as customer support (we have HUBS dotted around the UK)

· Support the business with improvement initiatives, within customer services or any other area.

· Assist other departments within the company as and when necessary. Full training will be given but not always necessary.

Person Specification:

· Proven work experience within a customer service-based role.

· Trustworthiness & professional

· Excellent oral and written communication skills

· Good attention to detail

· Confident working with Microsoft Office including Excel.

· Confident telephone manner

· Ability to work as a team member as well as on own initiative

· Ability to prioritize daily tasks

Working Hours: Monday to Friday – 08:30 – 16:30 with half an hour for lunch

Holidays: 20 days annual leave in addition to Statutory Bank Holidays. This will increase to 25 days after 5 years employment.

Job Types: Full-time, Permanent

Salary: £20,000.00-£24,000.00 per year

Benefits:

• Bereavement leave
• Company pension
• Free parking
• On-site parking
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Bradford: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 5 years (preferred)

Work Location: In person