Customer Service Specialist

Customer Service Specialist - Luton

We are working with a thriving award-winning company to recruit for multiple positions across their busy Customer Service department.

This position is based in our clients Luton head office, their offices are the perfect place to work, they provide a modern and stylish space featuring breakout areas and are an Investors in People accredited business.

We are really keen to speak with candidates that can demonstrate strong previous experience in a Call Centre/Customer Service background.

The position will be based in our clients busy Sales and Orders Department which is the beating heart of the business. The department is split into two different teams, one that deals with sales functions and the other that deals with deliveries. The team are responsible for processing customer sales orders and dealing with any delivery discrepancies that can arise.

On offer is a salary of £25k with an additional performance bonus. The company offer a number of benefits including employee discount scheme, free on-site parking, opportunity for hybrid working and frequent company events.

Duties:

• Processing sales and sample orders for customers and sales teams.
• Answering high volume of customer and account manager phone calls.
• Responding to customer and account manager emails.
• Providing information on changes to orders.
• Processing collections and credits while ensuring the correct reason code is investigated and applied.
• Setting up and supporting customers for online ordering.
• Dealing with order queries.
• Managing complaints and queries.
• Create ad-hoc reports for customer and sales teams.
• Following business processes to ensure that deliveries are made right the first time.
• Have a good understanding of the processes followed to ensure mistakes are minimised.
• Manning incoming email inbox and categorising each message for the team to action according to its daily deadline.
• Finalising or cutting off for each postcode deadline by checking all orders are accounted for and sent electronically for processing.
• Manage and input pre-invoiced orders when stock arrives for special promotions.
• Deal with and processing national orders which involve a third-party ordering system.
• Entering, uploading and managing customer special prices and discounts.
• Managing customer portal pricing for e-procurement systems.
• Holding stock on the system for approved customers by way of a paid or unpaid reserves.
• Issuing credits to customers for price and order discrepancies and resolving invoice queries.
• Be second line support for customer delivery problems and failures.

Candidate requirements:

• Previous call centre-based Customer Service experience is a must.
• Confident speaking with customers, sales teams and logistics partners to resolve any issues in way of email or a phone call.
• Show good care about the customer and give them great customer service.
• Demonstrate high levels of both accuracy and attention to detail.
• Good communicator in both verbal and written format, excellent telephone manner.
• Works well under pressure.
• Team player who works well with others; both in their team and the wider company.
• Able to manage their own workload and prioritise appropriately.
• Strong problem solver.
• Customer centric and strives to do their best for customers.
• Self-starter, able to use own initiative.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.