Customer Service Advisor

Customer Services Advisor - Fixed-Term Contract

Lincat are one of the world's leading names in commercial catering equipment. In short Lincat stands for quality. Allied to our vast experience is an ongoing commitment to customer satisfaction, research and development which has enabled us to deliver high quality products for over 50 years.

We are now recruiting for a Customer Services Advisor to join the Internal Sales team to cover a period of Maternity Leave.

You will join a small friendly team whose main focus is to respond to incoming customer enquiries through various channels and to process orders on our system. Your role is to ensure incoming calls and responding to customer emails is carried out in a timely manner whilst achieving a high level of customer service.

Key Areas of Responsibility

• Provide first contact for incoming enquires to the Sales and Spares Desk, ensuring the highest standards of customer service at all times. This will involve:
  • Answering a high volume of incoming customer enquiries and queries, providing information and advice of a high standard of customer service.
  • Dealing with queries and problems from dealers, end users and the public and ensure resolution in a timely and professional manner.

• Process orders with a high degree of accuracy using the required system(s). Ensuring that any necessary parts required are ordered and that full details are provided on the data log. Completing and filing all documentation correctly.

• Establish and maintain effective working relationships with customers, dealers, co-workers and other internal and external stakeholders.

• Undertake a regular program of product training to ensure own knowledge and skills for the effective performance of the role.

• Support the development and maintenance of up-to-date information and documentation for the sales and/or spares team.

• Ensure that the Customer Service Manager is informed promptly of any issues or problems in order to enable these to be minimised.

• Work as a full team member by sharing knowledge and advice when required, covering for holidays by role re-allocation and carrying out any other duties, including project work, which may reasonably be requested of the role when required. This may include:
  • To be the first point of contact a member of the Business Development Managers and National Account Managers
  • Supporting the daily and weekly production of reports and statistics as required.
  • To take responsibility for sales processing of specific product base such as Panther/ Combi.
  • To take responsibility for set accounts or orders such as National Accounts or Export.
• Support the improvement of the sales and spares desk processes supporting and suggesting new and agreed systems, procedures and documentation.

Skills Required

• Prior experience of working in a busy customer service or sales environment, ideally in a business to business/distribution network environment.
• Experience of the commercial catering market or the wider hospitality industry. (Desirable)
• Excellent customer service skills, with a genuine interest in helping customers.
• Excellent telephone manner and the ability to build a good rapport with a wide range of customers.
• Able to demonstrate enthusiasm for and understanding of, a busy sales environment.
• Excellent communication and interpersonal skills for building relationships with internal and external stakeholders.
• Ability to understand and retain basic product information.
• Ability to deal professionally and empathetically with callers and to manage complaints effectively.
• Able to work proactively and on own initiative whilst understanding when to consult or seek advice.
• Ability to work as part of a team.
• High level organisational and time management skills and the ability to pragmatically assess and manage priorities.
• Sound knowledge of Microsoft software, particularly Word and Excel.