Key Accounts Representative

We are Fidelity Fulfilment . We are a leading provider of specialist warehousing and supply chain services based in Daventry. Our business has reached an exciting stage in its life with rapid expansion.

With sites in the UK, US, and Netherlands, we offer a diverse range of services including Automotive warehousing, 3PL pick & pack operations, e-commerce fulfilment, returns management, and systems development. We work with top-tier clients in various industries and provide a fully integrated end-to-end supply chain solution.

Are you passionate about delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment? Fidelity Fulfilment is looking for a dedicated Customer Services Representative to join our team in Daventry!

Key Responsibilities:

• Swift Inquiry Response: Engage with customers promptly via phone, email, and chat to ensure an excellent customer experience.
• Accurate Information Sharing: Provide precise details about our and our clients products, services, policies, and procedures.
• Complaint Resolution: Efficiently handle customer complaints, ensuring their satisfaction.
• Order Processing: Manage orders, forms, applications, and requests seamlessly.
• Record Keeping: Maintain detailed and accurate customer records in our company systems.
• Collaboration: Work with various departments to address customer needs and escalate complex issues.
• Customer Follow-up: Follow up with customers to ensure their issues are resolved and they are satisfied.
• Inbox Management: Keep the inquiry inbox organized and adhere to service level agreements.
• Trend Reporting: Identify and report customer feedback trends to help improve our services and processes.
• Continuous Learning: Participate in training and development programs to stay updated on our products and services.
• Team Support: Contribute to a positive team environment and support your colleagues.

What We’re Looking For:

• Education: GCSE standard or above with excellent written and verbal communication skills.
• Experience: Proven experience in delivering top-notch customer service, ideally in a contact centre.
• Technical Skills: Proficiency in MS Office applications and CRM systems.
• Problem-Solving: Ability to gather information from stakeholders to identify and solve issues.
• Customer Focus: A passion for creating positive customer experiences.
• Adaptability: Resilience and professionalism in a fast-paced, changing environment.
• Team Player: Strong team ethos with excellent collaboration skills.

Why Join Fidelity Fulfilment?

• An Agile and Impactful Place to Work: We are delivering on our growth plan and creating teams that are trusted and able to make change.
• Part of an International Business: Our size does not mean you\’re a cog in a machine, you will join colleagues in three countries where you can share experiences.
• Opportunities to Develop: We work together for mutual benefit, we work to understand and meet your career aspirations while you support our growth ambitions.

If you\’re ready to make a difference and grow with a company that values your contributions, apply today!

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