Job Description
- To provide exceptional customer service, order processing and enquiries in a timely and acceptable manner
- Ensure all customer complaints; non-conformities are actioned and resolved in a timely and acceptable manner
- 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 :
- Honesty, Integrity, Loyalty
- Good team player
- Respect the company’s ethos and values
- Motivated
- Organised
- 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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