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Customer Service Apprentice

Swiftpak Ltd
Pay: £131.25 Text
Location: Berkshire Reading United Kingdom
Category: Entry Level
Available from: Mar 2018
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E02597369
2018-01-31 2018-03-01

Job Description


  1. To provide exceptional customer service, order processing and enquiries in a timely and acceptable manner

  2. Ensure all customer complaints; non-conformities are actioned and resolved in a timely and acceptable manner

  3. To promote a companywide awareness of an industry leading customer service experience



Key roles and responsibilities:




  • Providing help and advice to customers using your knowledge of the organisation's products or services

  • Entering transport carrier costs on orders outside standard deliver area and ensuring as a result the margin is still at an acceptable level, if not alert the Sales Manager

  • Communicating courteously with customers by telephone, email and letter

  • Keeping on overall check on margins versus cost price increases that crop up when ordering entering and alert the account manager

  • Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by other members of staff

  • Filing of delivery notes

  • Entering and managing customers schedule orders as needed

  • Issuing refunds or compensation to customers

  • Keeping accurate records of discussions or correspondence with customers, using the company CRM software

  • Assist in writing reports analysing the customer service that your organisation provides

  • Recording customer complaints using the Orderwise software system, assigning them to the relevant person and taking ownership to see the complaint through to completion

  • Assist in developing feedback or complaints procedures for customers to use

  • Assist in developing customer service procedures, policies and standards for your organisation or department

  • Processing sundry accounts orders and quotes. Calling when necessary

  • Meeting with other managers to discuss possible improvements to customer service.

  • Generate Scheduled orders on a monthly basis

  • Learning about Swiftpak’s products and services and keeping up to date with changes

  • Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses

  • Maintaining the Picking List informing Customers of any Late or Incomplete Deliveries

  • Entering of orders received via fax, email, phone or website. Sending order acknowledgements to customer advising at the time of any price changes or product availability issues

  • Answering and directing sales calls

  • Making proactive calls to customers to build rapport and participation in some telemarketing


Personal Qualities :

  1. Honesty, Integrity, Loyalty

  2. Good team player

  3. Respect the company’s ethos and values

  4. Motivated

  5. Organised

  6. Good listener



Skills Required :

Administration, clear oral and written communication, customer service, telephone skills, IT literate.



Future Prospects : Full time role expected to be available on successful completion of apprenticeship

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