Customer Service

16 Jun 2021
14 Jul 2021
Contract Type
Full Time
An exciting customer service role has arisen with one of our highly successful and expanding Birkenhead based clients.

Working in a newly formed team, your role will be a full time position working 40 hours per week, 8.30am-5pm Monday - Friday. They do have a flexi-time scheme, core hours being 9.30am to 4.00pm and flexi-hours can be made up from 7.30am to 5.30pm. They offer 21 days holiday plus back holidays and the office closes at Christmas.

This role is 100% office based from Day 1.

You will deal with all aspects of the Customer Service and Admin for the Supply and Service function and to provide support to the Head of Supply and Service.

Main duties

1. To support the Leadership Team in the operational efficiency of the department in order to ensure smooth running of all departments.

2. Process all Supply and Service orders and ensure all relevant documentation is present. Care should be taken to prioritise in order of urgency/expiry and then sent for picking and packing

3. Ship all Supply and Service orders from Navision. Ensure that if dangerous goods are being sent that the relevant carrier is arranged within the specified time frames. For adhoc orders, send daily tracking emails to customers so they are able to track the delivery of their parcel. Record tracking number and packing details and pass for invoicing.

4. Deal with Supply and Service customer phone and email queries. Communicate with customers to respond to queries and assist with quotes and taking orders in an efficient and profitable manner.

5. Twice weekly chase of customers and internal staff members for any paperwork, payment, etc that is preventing an order from being shipped.

6. Take card details over the phone ensuring the information you have is accurate to enable payments to be processed.

7. Log customer feedback, complaints and non-conformances in CRM. Report complaints to Head of Supply and Service to close off and resolve.

8. Generate, send and follow up on Mail merges sent to warm leads to generate new business.

9. Create purchase orders when required and ensure that they are sent to the supplier and an estimated delivery date is received.

10. Booking in of supplies into Navision

11. Review any outstanding paperwork at the end of each week.

12. Ensure all systems/paperwork are completed and kept up to date at all times.

13. Prepare monthly expiry report for expiring items and contact customers to advise requirements.

14. Maintain and update filing.

15. Cover admin duties for Supply and Service Team Leader when required.

16. To constantly strive to improve your department by identifying and implementing process and system improvements.

17. To ensure that Health and Safety, ISO requirements and GDP guidelines are met within the function and report any variances

18. Attend Training Courses when required

19. Any other tasks as requested by the Head of Supply and Service

Knowledge and Experience required

Previous office based customer services experience working in a commercial environment
Previous proven experience of being a customer service champion, going the extra mile for your customers
Used to handling customer service enquiries and orders via telephone and email and putting the customer first
Proven experience of working to tight deadlines quickly, prioritising and liaising with the customer and department colleagues to a satisfactory result with their enquiry and order
Excellent IT skills - Including Excel and Outlook.
Microsoft Navision or any other commercial similar CRM system
Excellent organisational skills.
Excellent Communication skills
Works well with others and able to quickly build effective relationships with all levels both internally and externally.
High level of attention to detail - provides accurate information and spots inaccuracies quickly and takes action.
High level of change orientation - welcomes change and constantly looks for ways to improve situations, processes and systems.

If you feel you have the skills and experience please forward a copy of your CV.
If you haven't heard back from us within 1 week, please assume your application has been unsuccessful