Customer Service Advisor with administration experience

Posted 1 week ago by Source4 Personnel Solutions
Easy Apply

My client is an international leader in the extended life sciences sector, including human healthcare, agri-food & the environment.

To be responsible for handling customer enquiries received into the company for all business sectors on your territory, ensuring orders are processed and entered onto IFS/Esker within agreed timescales and to work closely with the Customer Service Leader to ensure KPI’s and SLA’s are met and the highest quality customer service experience is extended to all company contacts.

Key Result Areas:

To answer and satisfactorily deal with communication from customers within agreed timescales and in accordance with the KPI guidelines and document Quality Standard Operating procedures.

To include but not limited to:-

  • Raising quotations, pro-formas, orders, and credit notes onto IFS.

  • Giving product information to customers and resolution to enquiries.

  • Assisting with the maintenance and upkeep of data on IFS/Esker and Desk.com for example, new account set up, contacts, new product and pricing.

  • Taking telephone orders and creating direct entry sales orders over the phone.

  • Responding to all customer emails received via Desk.com for your territory and providing back up support as requested.

  • To manage webshop orders and ensure released onto the supply site as requested.

  • To ensure all orders received are entered onto the system the day of receipt and order confirmations submitted.

  • To ensure all orders received are delivered on the agreed Promised Date and if this is not possible customers informed of the new Promised Date.

  • Assist in the process of communicating order status updates to customers by creating excel spreadsheets of downloads from IFS.

  • Main point of contact for the customer service desk covering your territory.

  • To inform the field sales personnel of any customer issues that may arise.

  • Re-routing enquiries regarding existing sales orders to the relevant Customer Service Advisor or Customer Service Leader.

  • To report any quality incident on the KPI sheet or in line with SHEQS and ensure serious complaints are escalated.

  • Understanding of relevant IFS (in house database) processes.

Candidate specification

  • Experience of working in a sales support environment with order entry exposure.

  • ERP System experience

  • Can do attitude and willingness to go that extra mile.

  • Excellent telephone manner and communication skills.

  • Attention to detail and accuracy.

  • Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required.

  • Team Player, supportive of colleagues.

  • Organised and able to perform under pressure.

  • Good written and oral skills Essential.

  • Experience in using ERP systems such as SAP, ORACLE, SAGE etc

  • Educated to GCSE standard with Maths and English a minimum.

  • An interest in Chemistry or Science would be a distinct advantage.

    Salary & Benefits

    - £18,000-£22,000

    - 25 days holiday and up to 5 days for each year you work

    - Dental Insurance

    - Life Insurance

    - Travel Insurance

    - Gym membership

    - And many more

Reference: 37002158

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