Senior Customer Services Advisor

West Bromwich (Accessible via bus or tram)

£27,000 per annum

• Serving as the first point of contact for escalation of customer queries seeking to obtain advice from the business. With the primary goal to resolve all customer queries and ensure that customers are satisfied with the company’s service or products.
• You will act as the point of escalation for customer complaints to ensure swift resolution.
• You will take an active role of administrative processes and help to drive efficiency and effectiveness
• Leveraging your expertise in products and supply chain processes, you'll assist the Customer Development Manager in mentoring the team to deliver high-quality service and drive operational efficiencies
• To provide an escalation point for customer and colleague queries, following up delivery schedules, identifying products required by the customer and ensuring queries are dealt with in a proactive and timely manner.
• Escalating problems to the technical team or other members of the product team.
• Updating customer information on the company database
• Helping to foster a culture of customer service excellence and support in creating an environment for colleague development and customer satisfaction.
• Supporting in answering high volume Internal and External emails and telephone calls
• Providing a proactive approach to customer services, using the in-house management systems to ensure efficient product tracking and liaison with Site Managers and Buyers
• Updating CRM information to management system
• Processing customer orders and raising additional items required to resolve aftercare issues.

Person specification

• Previous Customer Service experience essential
• Previous experience working with Internal and External stakeholders
• Excellent verbal, written and numerical communication skills.
• Experience with Management systems
• Excellent communication skills
• Good Systems skills

This company are accessible via public transport – Tram or Bus