Customer Service Advisor

Our client, based near Lichfield are looking for an experienced Customer Service Coordinator to join their company on a full time, Permanent basis. Working for a well-known brand that offers great benefits including Private Healthcare and 33 days holiday, what's not to love!

The ideal candidate will be the first point of contact for our customers, handling inquiries with professionalism and providing comprehensive support. You will manage orders, coordinate logistics, and ensure a seamless customer experience.

Day to Day of the role:

• Handle incoming calls, emails, WhatsApp, and social media messages promptly and professionally.

• Provide first-line resolution to customer queries related to sales, technical issues, marketing, and national accounts.

• Manage franchisee orders through the order portal, including documentation, shipments, and haulier logistics.

• Process national account portal orders and emailed purchase orders, ensuring timely and quality delivery.

• Address and resolve complaints, recording all information and tracking progress in Sage CRM.

• Conduct outbound calls to the franchisee network to collect feedback and record in Sage CRM.

• Collaborate with internal departments to resolve operational issues and improve processes.

• Administer invoices, credit notes, and assist with month-end processes.

• Continuously seek opportunities to enhance systems and customer experience.

• Maintain and update information on order portals, websites, and databases using WordPress, Magento, and Access database systems.

• Provide accurate and up-to-date technical and product information to franchisees, customers, and internal staff.

• Manage departmental knowledge management systems to ensure the capability to give accurate real-time information.

• Handle special order requests, raw material inquiries, and product concept communications.

• Coordinate valeting course bookings, process payments, and liaise with stakeholders, addressing any concerns with course occupancy.

• Independently manage allocated projects and tasks.

Required Skills & Qualifications:

• Proven experience in customer service or a similar role.

• Proficiency in handling customer inquiries across various platforms including phone, email, and social media.

• Familiarity with order management and logistics coordination.

• Competence in using CRM systems, preferably Sage CRM.

• Strong organisational skills and the ability to manage multiple tasks simultaneously.

• Excellent communication and interpersonal skills.

• Knowledge of WordPress, Magento, and Access database systems is advantageous.

• Ability to work independently and as part of a team on projects and tasks.

Benefits:

• Great working environment; collaborative and supportive with lots of variety

• Companywide training programme to develop key skills

• 25 days holiday plus bank holidays

• Non-contributory private health care and critical illness cover

• Generous contributory pension scheme Life assurance at three times salary

• Employee assistance programme

• Staff purchase scheme - take home products for FREE

To apply for the Customer Service Coordinator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.

For more information on this opportunity or any other local roles please call REED Wolverhampton today to discuss your CV.