To ensure an awesome customer experience is provided, promoting the customer always comes first.
Front line customer service advisor covering all aspects of customer sales support, technical support and after sales, all claims and any queries from customers are processed/handled in an efficient and effective manner, adhering to our values and customer experience principles.
Mainly looking after, but not limited to, the retail sales channel, communicating with both B2B and B2C contacts, fostering long term relationships with key contacts, partnering the Area Sales Managers driving all company and team objectives.
Liaising with the customer on any query they may have regarding technical specification, purchasing and servicing our products, whilst constantly striving to enhance and improve the customer experience.
To maintain and promote to other team members and colleagues an awesome level of customer experience.
All calls answered to agreed standards whilst offering professional customer services to all internal and external (B2B and B2C).
Pro-actively support and contribute to the overall team and individual objectives.
Interpret a customer’s requirements (both B2B, B2C and internal), supporting and providing a specification that achieves the client’s objective, considering technical, design and budgetary aspects. Look to trade up and suggest alternative and additional products where appropriate.
Quotations and offers: create offers in SAP complying with the prevailing ‘Pricing and Conditions’ policy, delivering quotations within the agreed SLA.
Key point of contact for all matters relating to quotes, orders, and product availability for internal and external (B2B and B2C) customers.
Manage E-Mail requests, maintaining service level agreements (SLA) through fast and accurate processing. Ensure all necessary information has been received, and process all requests correctly and in line with the Company values and principles of the Customer Perception Cycle.
Ensure that all information is up to date on all relevant systems, such as CRM and SAP.
Where necessary provide system reports in order to inform internal/external customers with needed
Work closely with and support Area Sales Managers in growing the channel and delivering customer service that exceeds expectations.
Handle fault resolution, spare part identification and site visit requests, as well as supporting internal and external customers with all technical aspects of Company’s products.
Support all customers with all technical aspects of Company’s products.
Ensure customers are delivered on time by executing queries expediently and replacing faulty or incorrect products quickly.
Resolve invoice queries in collaboration with Credit Control. Highlight any large deviances to Team Leader and Credit Control. Ensure credit notes are issued as required.
Min. GCSE’s including English and Maths. Graduate level
Previous experience in customer services, ideally selling or servicing technical products
Intermediate knowledge of Word, Excel, MS Office,
Experience working with SAP or other ERP system.
Technical ability, understanding of UK watersystems/Plumbing.
Experience of working to standard processes.
Salary and package
£23,000 basic salary moving to £24,000 after 6-month probation
23 days holidays moving to 24 days after probation