To be the first point of contact for the customer, ensuring that all customer enquiries received by phone, email, and EDI are dealt with efficiently. You will process orders promptly and accurately in accordance with both the customer’s requirements and company procedures. The role also involves investigating, resolving, and reporting all customer-related service and quality complaints, while maintaining a high standard of customer experience.
Reporting to:
Customer Service Manager
Main Tasks of the Job:
Respond to customer enquiries via phone and email in a timely and professional manner.
Process and progress customer orders ensuring correct and accurate product reference and pricing in line with Company pricing schedules and procedure (processing invoices and credits where applicable).
Monitor and manage orders received, ensuring accuracy and compliance with customer expectations.
Communicate and co-ordinate with internal departments to ensure that the customer requirements are met and that correct materials are dispatched.
Liaise with external suppliers and hauliers to ensure that orders are delivered on time, including organizing transport from Europe to UK.
Liaise with customers to optimize vehicle capacity for delivery.
Investigate and resolve customer complaints related to service, transport and product quality.
Learn technical information relating to products and use this knowledge to effectively manage customer complaints.
Generate and place purchase orders with suppliers for direct deliveries, including suppliers overseas.
Raise quotations for the Technical Sales Managers.
Maintain accurate records of customer interactions, orders, and complaints using CRM systems, including maintaining the filling system in line with department processes.
Escalate recurring issues and suggest improvements to enhance customer experience.
Achieve performance targets including order accuracy, response times, and customer satisfaction.
Undertake any other duties that may be required by your manager, consistent with the scope of the role, to provide an agile service to all customers.
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.
Skills and Knowledge Required:
Excellent customer service skills and passion for exceeding customer expectations with proven experience in a customer facing role.
Excellent communication and interpersonal skills.
Strong attention to detail and problem-solving abilities.
Proficiency in Microsoft Office suite and able to learn new IT systems and applications.
Organised and ability to prioritize work.
Ability to work effectively in a fast-paced, team-oriented environment.
Adaptable and able to handle multiple enquiries at any one time.
Team player with a proven experience of working in a team environment, able to share important information with relevant colleagues.
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Customer Service Advisor in Hadleigh employer: Soprema
Soprema is an exceptional employer that values its employees by offering a hybrid work model, allowing for a balanced work-life integration. With a strong focus on professional development and a supportive team culture in Hadleigh, Suffolk, employees benefit from comprehensive training opportunities and a collaborative environment that fosters growth and innovation.
