Customer Service Advisor

Recruiter
Confidential
Location
Cannock
Salary
Competitive
Posted
14 Jan 2021
Closes
11 Feb 2021
Contract Type
Contract
Hours
Full Time
Our client is a leading organisiation in the power and HVAC rental market. We are currently recruting for a motivated and personable Customer Service Representative to join their team in Cannock. I am recruiting for both permanent and contract staff. This role will involve shift (also working 1 weekend day in 4 being worked with a day off in the week).

About you:

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We are looking for an individual with relevant Customer Service experience in a business to business environment, preferably within a rental environment

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PC literacy in a Microsoft environment and ERP system

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Proven customer focus with a strong sense of urgency for creative solutions

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Acute attention to detail

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Excellent inter-personal skills with the ability to communicate across all levels of the organization, including, well developed written, oral, facilitation, and presentation skills

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Collaborative style with decisive, results-oriented approach

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Ability to self-direct and self-manage

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Willingness to learn all aspects of the business

Your key responsibilities:

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Principal point of contact, responsible for managing the customer relationship throughout the life of the hire, proactively setting expectations and communicating changes / delays at key touchpoints including call case mgt, order acknowledgement, delivery, installation, provision of ongoing services throughout the hire, off hire and collection and collation/ sending of invoices - referring to our Process mgt tools for guidance.

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You will provide the conduit between understanding and articulating the customer requirements and the delivery of goods and services through the Operational teams.

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Make decisions in the best interests of the customer. Well defined levels of autonomy will provide the framework to work within, allowing for an excellent customer experience.

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Supports the sales function with regards to customer orders, post-order follow-up activities and in expediting the process.

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Where necessary, translates customer requirements across multiple systems, ensuring the operational teams are well versed in customer requirements.

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Takes ownership for all reactive customer queries, breakdown or complaints, liaising with the appropriate teams to ensure these are resolved promptly to the customers satisfaction.

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Assumes responsibility for the communication and customer agreement of variations to the original order, including changing technical requirements, hire extensions and additional services. Has responsibility and ownership for all relevant customer queries.

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Create customer invoices within relevant systems and utilising the correct documentation to meet the KPIs. Notify customers throughout the hire when additional charges will be incurred before sending out invoice

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Maintains high levels of customer satisfaction and positively impacts the customer feedback KPIs

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Answers inbound telephone calls, emails, and other channels and deals with them promptly and efficiently against agreed touchpoint standards and KPIs

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Deliver an exceptional customer experience, through meeting & exceeding the defined customer experience standards and touchpoint outcomes

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Utilise Customer Centre capability within Salesforce to integrate telephony and route customers to the relevant Customer Service Representative

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Conduct Order Acknowledgement & Delivery Confirmation Calls bringing in Operations expertise when required (Transport/Cranes)

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Utilise standardised calls scripts when conducting customer touchpoints

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Use Case management capability within the Customer Relationship Management tool to manage inbound customer queries & incidents

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Create 'tasks' within Salesforce for upcoming customer touchpoints e.g. (Estimated End of Hire updates)