Customer Service

Reporting to the Branch Manager, you will deliver a supporting role within the daily sales and customer service aspect of the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handling customer telephone enquiries and processing sales orders.
• Assisting in resolving customer issues, documenting these, and escalating to the Branch Manager where these are of a more serious nature.
• Providing product and technical information, together with advice to customers in respect of warranty process.
• Liaising with the operations team to ensure the fulfilment of customer sales orders.
• Provide customers with help on product returns, invoice queries and future requirements.
• Dealing with trade customer collections and retail customer sales.
• Liaising with the field sales team to support with quotations, pricing queries, despatch, or fulfilment of sales orders.

Specific Tasks

• Returns order processing and raising credits through the approval process.
• Organising collections of sales orders to be processed by freight forwarders.
• Recording supplier and customer non-conformances and escalation through the quality assurance process.
• Daily customer contact via telephone to support scheduling of sales orders.
• Escalate low spending trends to the relevant field sales manager for investigation and follow up.
• Document control to support proof of delivery.
• Sales back-order management; weekly reporting and liaison with customers and field sales managers.
• Handling retail customer enquiries to the trade counter and sales order fulfilment.
• Support quarterly physical stock inventory controls to include counting and re-check processes.
• Allocation of invoices to customers.
• Daily invoice reporting for credit control.
• Attend and actively contribute to weekly team briefings.
• Liaise with and escalate concerns to the manager as they arise.

Qualifications

• Working knowledge of MS Office to include Outlook, Word, Excel
• Customer service experience using ERP software.

Physical Requirements & Work Environment

• A confident individual with experience supporting customer service requirements via the telephone.
• Organised and methodical approach to managing multiple tasks.
• Confidence to use initiative to develop problem solving and work toward continuous improvement.