Customer Support Advisors

Job Description

Our market leading client are recruiting for 2 new Customer Support Advisors to join it growing and successful team.Salary is £23,000 hours of work are - Monday - Thursday 08.45am - 5.00pm and Friday 08.45am - 4.30pm.25 days holiday per calendar year.Pension and Bupa.Duties:

• Achieving a set UK & Ireland Sales Order Entry target (information to be provided) on all company Group products.
• Act as a consultative partner to anticipate customers current and future needs to generate orders
• Quote generation, maintenance and follow up via ordering system and CRM system, converting these to sales
• Sales order processing and order management via ordering system. To include pro-active order management with delivery lead times, amended shipping dates, reviewing orders on hand (OOH) reports and escalations to Head Quarters
• Advising customers on products and product ranges to include basic technical queries (full training will be provided)
• Raising special production requests via Head Quarters
• Managing and advising customers expectations on shipping time scales
• Arranging collections from customers where required
• Resolve conflicts, take ownership and provide solutions to customers in a timely manner
• Support to external team members with account management, maximising opportunities and opportunity management through the CRM system
• Specification support to architects and designers, showrooms, contractors and developers including generation of picture specifications via internal systems to support customers requirements
• Upselling to existing clients and identifying potential leads
• Lead Management of leads received via online platforms, emails and phone calls within our CRM system
• Management of samples to customers
• Pro-active response to enquiries via our online platforms within the CRM system
• Use internal tools and systems, to manage the day to day running of data, ensure systems are maintained and updated at all times
• Ensure the smooth running of the office including making sure all aspects of the general office are looked after, monitored and highlighted to the Operations manager when not meeting requirements, including but not exhaustive, all IT equipment, office machinery,stationary, office supplies, etc.
• To develop continuous development of all procedures and practices in a concerted effort to improve efficiency, customer satisfaction achieving Service Excellence

Experience:

• Proven experience of working in a customer support partnering role and able to demonstrate results
• Ability to deliver excellent consultative advice to improve the customer experience and their business to generate sales
• Commercial awareness and ability to make customer focused commercial decisions
• Excellent interpersonal skills and rapport building skills
• Ability to translate customer account history into opportunities
• Knowledge of CRM software (or equivalent) and MS Office, (MS Excel in particular)
• IT literate and ability to understand / embrace technology
• Strong administration skills

This is an exciting opportunity for the right person. The company is expanding rapidly and they need enthusiastic team members to work with their current team.