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Group eCommerce Customer Service Advisor

Reed
Job LocationExeter
EducationNot Mentioned
Salary£21,500 - £22,500 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Reporting to the Customer Service Manager this role is responsible for all online sales and providing after sales care to end users, updating, maintaining and developing the Business to Consumer platforms (B2C) as well as the Business-to-Business platforms(B2B).This person will be responsible for understanding the clientproduct portfolio, how theyprocess orders, provide excellent customer service and ensure that all of their eCommerce platforms are accurate and up to date.Main Duties To Include;

  • Maintain all spares websites, including uploading new products, supersessions, obsolescence, product images and extended attributes of all available products
  • Handle all customer enquiries by phone/ live chat/ email within theirSLA
  • Proactively update customers with order / product information, where applicable
  • Checking all B2C customer orders are filtering into theirERP system fully and that all products ordered are checked against the serial number provided, where applicable
  • Processing any VAT invoice requests for theircustomers
  • Processing replacement orders and request returns through theirCRM system, Saleslogix, using the ticket system.
  • Maintain awareness of current trading laws and ensuring theirB2C offering always remains entirely compliant
  • Maintain all B2B websites, including uploading new products, obsolescence, product images and marketing descriptions and extended attributes of all available products
  • Providing monthly sales and usage reports on all eCommerce platforms and additional sales channels such as eBay and ManoMano
  • Continued development of the websites offering to improve quality of service and broaden theirrange of customer self-service tools
  • Continuously reviewing all eCommerce platforms for accuracy of all products and related information
PERSON SPECIFICATIONCritical Qualities
  • Excellent written and verbal communication skills
  • Excellent customer service skills
  • IT literate - with Intermediate/advanced Excel experience
  • Excellent time management skills
  • Accuracy and attention to detail
  • Ability to work on own initiative and work independently as well as a larger team
  • Enthusiasm to learn new skills and ability to grasp large amounts of product information
  • Positive work attitude
Desirable Qualities
  • Experience of working with B2B and B2C systems
  • Eager and willing to add to your knowledge base
  • Knowledge of CRM and or Sage systems would be beneficial
8.30am to 5.00pm Monday to Friday (office-based)

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