Customer Service Advisor

Connect2Employment are recruiting for an Luton-based organisation that are leaders in their field of supply of quality products. You will be at the forefront of dealing with customers and orders.

Skills and attributes:

• Processing sales and sample orders for customers and sales teams
• Answering high-volume customer and account manager phone calls within 3 rings
• Responding to customer and account manager emails
• Providing information on changes to orders (vintages, shortages, delivery dates)
• Ensuring accurate entry of wines at the right price
• Managing order/delivery discrepancies, advising customers, and ensuring replacement stock as requested
• Processing collections and credits with investigation of correct reason codes
• Setting up and supporting customers for SwiftCloud online ordering
• Handling order and other queries
• Managing complaints and queries
• Creating ad-hoc reports for customer and sales teams using Excel Cube templates
• Following business processes for right-first-time delivery
• Understanding and minimizing mistakes in processes
• Undertaking special projects to improve department efficiency
• Manning the incoming email inbox, categorizing messages for team action
• Finalizing orders for each postcode deadline, ensuring electronic processing by logistics partner (LCB)
• Arranging special deliveries (same-day, booking in, reworks, non-standard requirements)
• Providing second-line support for customer delivery problems and failures
• Managing ongoing updates of customer delivery instructions and time windows
• Resolving discrepancies on orders with shortages or problems identified by LCB before and after dispatch
• Dealing with returns from LCB and receipting stock
• Holding stock on the system for approved customers through Paid or Unpaid reserves
• Processing national orders involving a third-party ordering system
• Entering, uploading, and managing customer special prices and discounts
• Managing customer portal pricing for e-procurement systems.

Responsibilities:

• Confident in speaking with customers, sales teams and our partner LCB to resolve any issues in way of email or a phone call.
• Care about the customer and giving them great service
• High levels of both accuracy and attention to detail
• Good communicator both verbal and written - excellent telephone manner
• Works well under pressure
• Numerate
• Team player who works well with others; both in their team and the wider company
• Able to manage their own workload and prioritise appropriately
• Problem solver
• Able to influence others and negotiate a solution
• Customer centric and strives to do their best for our customers
• Self-starter, able to use own initiative
• Embraces and demonstrates Company Values
• Take some responsibility for own development by highlighting any training or support needs

About you:

• GCSE passes in key subjects i.e. Maths, English & highly numerate.
• Previous experience in customer service role
• Computer literate - proficient with Microsoft Outlook, Excel and Navision
• Experience of delivery functions

Connect2Luton, part of Luton Borough Council & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.