UK Customer Service Specialist in North East

Baltic Recruitment are currently recruiting for a Permanent UK Customer Service Specialist, for a client located in Newton Aycliffe. Reporting to the Sales Director – Europe, responsible for fostering a strong working relationship with sales and operations teams, collaboratively managing a shared portfolio. Proactively ensuring the timely handling of customer requests, enhancing the overall success rate of new business opportunities. Instilling a culture of customer satisfaction by promptly addressing inquiries and complaints via telephone or email in a fast-paced environment. Always embodying The Company’s core values while striving to meet and exceed customer expectations.

Main Duties & Responsibilities:

• Promptly responds to customer inquiries through various channels such as phone, email, chat, or social media.
• Proactively engages with customers and prospects to build rapport and maintain high customer satisfaction.
• Collaborates with other departments to address and resolve customer issues, complaints, or concerns effectively and efficiently.
• Ensures that customer information, interactions, and transactions are accurately recorded in the company CRM.
• Collaborates with sales team to understand their needs and help achieve department specific goals.
• Assists customers with placing orders, tracking shipments, and resolving any issues related to the ordering process.
• Supports the Sales function by liaising with global suppliers to answer customer questions, request pricing, and source product samples for new projects.
• Assists with Quality issues, including CASE creation, and liaising with the Quality Manager for a prompt resolution.
• Assists customers with billing inquiries, processing payments, and resolving payment-related issues.
• Communicates promptly with all other impacted departments status updates and changes resulting from engagement with customers, suppliers, carriers, and other service providers.
• Responds promptly to requests from other departments in support of high customer service and satisfaction.
• Ensures sales process adoption & compliance while identifying opportunities for improvement.
• Participates in monthly quarterly review meetings (QRM) and assists with the onboarding of new customer opportunities.
• Assists sales team with administrative tasks for core processes, such as RFQ’s, Proposals, and Cases.
• Stays informed about new products, services, and industry trends.
• Assists sales team with sample fulfilment, ensuring all samples arrive in a timely fashion with the appropriate paperwork.
• Proactively follows up with customers to ensure satisfaction after a purchase or problem resolution.
• Analyzes sales and inventory data to identify trends and opportunities for improvement.
• Maintains customer confidentiality and ensures customer service activities align with company policies and guidelines.
• Meets regularly with the Sales Director of Europe to give feedback to help improve customer service culture, response time and tools to improve customer’s experience.
• Represents company in a positive, professional, and enthusiastic manner when working with suppliers, customers, carriers, service providers, and other employees.
• Assists with other projects or tasks as assigned.
• Attends company sponsored training as required for department.
• Communicates fully with Sales Director of Europe, including participation in regular one-on-ones.

Applicants:

• Minimum of 3-5 years’ Customer Service experience with a record of excellence.
• Effectively communicates both orally and in writing to internal and external parties.
• Proficient in time management, organization, and problem-solving skills.
• Ability to measure against standards, communicate performance issues, and provide recommendations for improvement.
• Proficient in Microsoft Office tools.
• Ability to prioritize multiple projects and maintain strict deadlines.
• Ability to work independently with limited supervision.
• Ability to see a job or project through to final completion.
• Ability to work in a team environment.
• Ability to work in a fast-paced environment.

Company Benefits:

• Weekends Free to Spend with Family & Friends.
• Leadership Development Training.
• 100% Paid Private Employee Benefits: Medical, Dental, Life Assurance.
• Paid Time Off 20-30 Days a year based on tenure.
• Paid Floating Holiday for your Birthday.

Salary is £24,500 – £32,000. Working hours are 8:00am-4:30pm, Monday-Friday.