Customer Support Advisor

Customer Support Advisor

Warrington, WRT, GB

What we offer

• Basic salary of £25,000 per annum
• 25 days holiday + Bank holidays
• Bonus Structure
• Life Assurance
• Contributory pension plan
• Subsidised bus pass for Warrington network
• Subscription to the onsite gym at a heavily discounted rate
• Dress down Fridays
• Eye Care Vouchers, well-being, and employee assistance
• Discounted shopping vouchers and other fantastic deals

What you will need to bring to the role

• Great communication skills – both verbal and written
• Established experience in a customer focused environment where you can demonstrate exceptional customer support skills
• Ability to follow, understand multiple and complex processes
• Problem solving, logistical thinking, with strong attention to detail
• Effective administration, planning, data accuracy, numeracy, and organisation skills
• Results orientated
• Good IT / Computer skills. MS Office including Excel and Outlook. Advanced Excel would be beneficial.
• Able to work as part of a team, supporting colleagues
• Flexible and self-motivated, you’ll take the initiative and be keen to embrace new training opportunities
• Time management – working effectively towards targets

Desirable Skills

• SAP / C4C / Ticket Management experience
• Environmental Supports / Waste Management / Recycling experience

Job Description

Due to continued success and growth, we are looking to recruit proactive and enthusiastic team members who focus on providing excellent, friendly, and professional service to our customers. Our customer support team members actively improve our culture of customer delivery and take responsibility for making our department a great place to work. The happiness of our team is a Key Performance Indicator. This role is expected to understand the customer requirements across both our Healthcare and Industrial teams as well as manage a set of accounts and meet SLAs.

Main Purpose of Job

Providing outstanding support to our customers throughout the end-to-end process, from inquiry, quote, sales order creation, and fulfilment phase. This means ensuring excellent communication with our Sales, Operations, and Finance teams, and keeping the customer always informed. You will be responsible for inquiry management, sales order creation, complete NCRs, invoice queries, and recording complaints accurately and in a timely way for customers on our SAP system.

You will be key in business coordination, working closely with all departments and our customers to deliver exceptional service.

• Working as one team across multiple telephony channels, you will personalise each interaction with a customer to provide support during the end-to-end life cycle.
• Communication with customers (Telephone, Email, Live Chat, and written correspondence).
• Processing customer sales orders, dealing with customer requests and using multiple systems on a day-to-day basis.
• Achieving all customer Service Level agreements and business Key Performance Indicators.
• Raising quotes, sales orders, NCRs, invoice queries, and complaints, completing these within management SLAs.
• Setting up Producers.
• Using problem-solving skills to resolve queries, including invoices, complaints, and nonconformances.
• Delivering customer reports and backing data.
• Working with our Operations team to coordinate collections / resolve missed collections.
• Account Management support and coordination
• Supporting new starters.
• Customer Supports Systems & Procedures
• Helpdesk (Handling customer communication)
• Transport (Booking transport)
• Contract Coordination (End-to-end coordination of supports for contracted accounts)
• Producer Administration (Setting up and maintaining waste producers linked to customers)
• Orders Process (Processing orders for customers)
• Customer Support (Producing labels and notes for customers)
• Brokering Process (Brokering orders with our suppliers and third parties for customers)
• Site Support (Working closely with site to ensure support delivery)
• Customer Experience (Collecting customer feedback)
• Complaints Management (Case managing and resolving customer complaints)

Systems used include SAP ECC (our Enterprise Resource Planning tool), SAP Cloud for Customer (our Customer Relationship Management tool), NICE CXOne InContact (our customer communication tool), and Microsoft 365 suite (including Word, Excel, PowerPoint, etc).