Customer Service Representative

This role contributes to a thriving sales environment, working in conjunction with operations, external sales, finance & procurement. The Postholder will deliver great customer services, with the ability to understand and meet the needs of clients who need assistance.

The role will provide sales and customer service support to customers calling, emailing, live chatting or instant messaging the team.

The role will have some allocation to a specific sales areas across the business, supporting multiple external sales consultants. You will apply a customer centric can-do culture. This consistency will allow strong customer relationships to be built.

Whilst primarily ensure the customer journey from Quote to Order, Delivery to Invoice is seamless, the role will be encouraged to upsell, range sell, communicate promotional activity and actively support price maintenance of key customers.

PRINCIPAL RESPONSIBILITIES

• Prioritise and process customer orders and requests submitted by telephone, email, live chat or instant message
• Investigate and resolve customer complaints and resolve complaints quickly and patiently, including assistance of customers who may have received their orders late, have received the wrong order or have received faulty products
• Maintain thorough and accurate customer service records including price maintenance and special instructions.
• You will liaise with our supply chain, Finance & Operations teams to arrange collections, special instructions on deliveries or any ad hoc customer requirement.
• Work as part of the sales team to drive positive company sales results – Your allocated Sales Area / Sales Consultants will be part of the team and you will be encouraged to work proactively to drive sales.
• With the introduction of our BTB system, you will help onboard customers, register online and process their orders
• Check product availability for customer orders and flag order or restock item requests to supply chain
• Assist financial department with customers on credit hold status checks, accounting enquiries or flagged accounting issues raised by the customer
• Communicate with customers about their orders, including any delays or changes in delivery
• Patiently listens attentively to customer and connects them with the appropriate department to address their needs
• Accurately records and logs interaction with customers and updates account information and able to retrieve this information to create reports for management
• Address costumer questions about new products, services, promotions on sales
• Meets regularly with team lead to give feedback to help improve customer service culture, response time and tools to improve staff experience
• Contributes to bottom lines sales by increasing customer satisfaction

SCOPE OF POSITION

The role reports to RO Supply Chain Manager.

LOCATION

This position is located at our site in the Bucharest - Romania. 

PERSON SPECIFICATION

Key Skills

• Proven customer service experience
• Excellent verbal and written communication skills
• Keen attention to detail and adherence to procedures and deadlines
• Computer skills’ including Excel / Word / Outlook - Intermediate level is a minimum
• Knowledge of SAP an advantage

Knowledge and Experience

• Ideally candidates with minimum of 1 year’s customer service / office experience, used to deal with customers over the phone.
• Demonstrable excellent customer service attributes
• Flexible in approach, capable of prioritising numerous work streams
• Excellent planning, organisation and administration skills

Personal Attributes

• Natural relationship builder with integrity, reliability and maturity
• Critical thinking and problem-solving skills
• Quick learner

Qualifications

• Minimum level 2 (GCSE qualification level) Maths and English education