Customer Service Executive

Job Title:  Customer Service Executive

Location:  Adlington, Cheshire

Reports to:  Operations Manager

Reporting to the Operations Manager, you will be responsible for liaising with UK and international customers through all communication channels, whilst ensuring world class service levels and support to Protec sales team.

Primary functions:

• Work through day-to-day activities within the department as part of a team, ensuring they are dealt with and accounted for in the appropriate timeframe and focus on providing the customers’ exceptional customer experience.

Responsibilities:

• Answer inbound calls from customers in a timely manner and deliver customer service world class standard every time
• Resolve customer queries, process orders, investigate and resolve delivery issues with a high degree of accuracy and based on SLA set by the business
• Provide feedback to the Operations Manager with issues or complaints that need escalating
• Offer feedback to the Operations Manager with opportunities to build training and development around
• Ensure quotations are handled with in a certain time frame (20 minutes)
• Manage, build and maintain Salesforce information as up to date as possible.
• Manage individual cases and as part of the department, highlighting high volumes of cases needing assistance or escalating to the Operations Manager
• Co-ordinate and organise Key international accounts orders and shipments
• Regularly liaise with Supply chain department to ensure timely supply of goods in time for shipping
• Ensure that all relevant documentation is prepared in time and in an accurate manner
• Regularly inform warehouse of any pre-requirements for forthcoming shipments
• Ensure order information & instructions are accurate and complete to avoid any customs delays
• Create and maintain Key Accounts trade schedules if required

Key attributes:

• Excellent communication & organisational skills
• Fully conversant in Microsoft Office
• Demonstrate customer centric attitude
• Meticulous attention to detail
• Ability to understand customer requirements and offer alternative solutions
• Demonstrate key account management skills

You will stand out from the crowd because:

• You are driven to constantly achieve high levels of service coupled with a passion for continuous improvement
• You are highly motivated when working in a fast-paced environment, and able to prioritise workloads during times of high demand
• You have excellent analytical skills and be able to analyse how data is coming in and how it will need to be organised
• You are a logical thinker looking at what data needs to be recorded and determine how to store in such a way that it will be easily used in the future
• You have excellent organisational skills with a meticulous attention to detail
• You will have a good grasp of data management and a practical approach
• You will be effective whilst working independently

In addition, you will have proven experience in the following areas:

• Experience of working on CRM systems to input, record and review data, knowledge of Salesforce and Opera is an advantage
• Experience of Microsoft Office suite with the ability to create spreadsheets, charts and presentations
• Delivering excellent service via different methods (phone, email, website) within an office environment
• Strong communication skills (written and verbal)

To apply please contact Tracey Thompson: tracey@protection.co.uk or 01625 855614