At a Glance
- Tasks: Deliver top-notch customer service and manage the order to shipment process.
- Company: Join a dynamic team in a leading automotive company focused on customer satisfaction.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Opportunities for ongoing training and career growth in a fast-paced industry.
- Why this job: Be the voice of the company and make a real difference for customers every day.
- Qualifications: GCSEs in Maths and English, plus previous customer service experience.
The predicted salary is between 25000 - 32000 £ per year.
Role purpose
To provide exceptional customer service and quality sales support to the UK & Nordics customer base and all wider business functions, supporting the CS Team Leader in the efficient management of all daily operations within the Customer Services department.
Key role overview
- End-to-end management of the entire order to shipment process, including customer order and delivery follow-up and all relevant administration.
- Engage with customers to provide a positive, quality Sales experience in all circumstances.
- Closely collaborate with Sales department and across all business functions both locally and centrally.
- Promote a high level of customer satisfaction and quality of service.
- Provide quality and proactive support to both internal and external customers.
Responsibilities
- End-to-end management of the OTS (order to shipment) process.
- Daily contact/liaison with customers and sales team.
- Daily contact/liaison with traffic department and carriers, closely following up issues affecting customer delivery.
- Ensure daily log-in & consistent availability on cloud-based, interactive telephony system (Fuze).
- Process customer pricing approval requests (PAR) and action/follow up within appropriate departments.
- Set up/process new customer accounts (or implement changes to existing accounts) and business approval forms in conjunction with Master Data team.
- Provide customer and internal reports as and when required.
- Update and maintain all customer records in conjunction with Master Data.
- Promote & follow-up electronic ordering (Teccom/EDI).
- Support in processing customer invoicing & resolution of queries as appropriate.
- Review and update packing/shipping instructions.
- Maximize shipments and improve availability where possible.
- Proactive resolution of CS/delivery/billing complaints through liaison with appropriate depts. and follow up (escalation to Team Leader where necessary).
- Follow-up proactively with material and delivery issues, ensuring high level of customer focus.
- Interface with credit department and all other departments.
- Meet forecast pressure.
- Initial point of contact for all first-level customer complaints and queries.
- Follow all procedures according to corporate guidelines (in a timely manner).
- Provide documents whenever necessary/as required for audit purposes.
- Work closely with the DC and manage stock levels and delivery dates.
Requirements
- Minimum/Essential: GCSE or equivalent in math’s and English grade C and above.
- Previous experience in a customer service/admin environment (essential).
- High level of written and spoken English (essential).
- Good working knowledge of MS Office (essential).
- Willingness to participate in ongoing training and development of skills and service in line with ever changing business requirements (essential).
- Genuine passion for Customer Service.
- The ability to be able to liaise confidently with customers and internal stakeholders (Internal: all departments / External: customers, agents, forwarders, and others when required).
- SAP knowledge and experience (highly desirable).
- Automotive industry experience (advantageous).
- Automotive industry experience would be advantageous.
- #LI-PK1
Representative Customer Service employer: DRiV
At DRiV, we pride ourselves on fostering a dynamic work environment in Bradford that prioritises operational excellence and customer satisfaction. As a Regional Customer Services Team Lead, you will benefit from our commitment to employee growth through continuous training and development opportunities, while enjoying a collaborative culture that values your leadership skills and expertise. Join us to make a meaningful impact in a supportive team dedicated to delivering exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Representative Customer Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DRiV. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DRiV before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Representative Customer Service
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DRiV:Your cover letter is your chance to shine! Tell us why you want to work at DRiV specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DRiV!
How to prepare for a job interview at DRiV
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
