Customer Services Advisor - Wells, United Kingdom - TePe UK

Description

• Processing of customer orders received via various methods including EDI
• Management of customers, including any issues, referring to Customer Services Coordinator where necessary.
• Raising and processing associated invoices, ensuring all dispatched goods are invoiced promptly and are reconciled to customer purchase orders.
• Liaising with the finance department on disputed invoices and debit notes
• Dynamic managing of dispatch dates, based on current and projected stocklevels, dispatch capacity and customer requirements
• Becoming an expert user of the ERP system 'Jeeves', with the support of the Customer Services Coordinator.
• Ensuring all 'recompense' orders are raised and any nonconformances (mispicks, input errors, dispatch issues) are recorded appropriately

• Answering switchboard telephone calls, transferring as necessary, dealing with answer machine messages.
• Managing of and responding to all customer and consumer enquiries and complaints, collating data for analysis, referring to management where necessary
• Delivering class leading support to our customers going above and beyond to ensure our customers receive the best experience possible.
• Creating the numerous 'packs' / samples required for all areas of the TePe UK business each week.
• Coordinating distribution of samples and requests for literature. Liaise with coordinator to replenish when stocks are low.
• Working closely with and providing support to all teams within the TePe group exceeding expected levels of customer service

• Working with Customer Services Coordinator to identify areas for improvement and change, specifically but not limited to
• EDI, automation, systems, ways of working, simplification, improved customer experience
• Build strong relationships with customers and suppliers.
• FAQ's
• Assist in the building of a comprehensive customer / consumer FAQ's section on the website and a templated response for inbound queries
• Taking responsibility for FAQs being up to date, accurate and current.

• Working with all stakeholders to ensure a working environment which is safe and without risks to the health, safety and welfare of employees and visitors
• Supporting the wider operations team and all other departments as and when required
• Deputising for Customer Services Coordinator during periods of absence

• Approximately 3 years of relevant office experience to include customer services
• Professional attitude
• Selfmotivated, supportive team member, able to show initiative and work unsupervised
• Hands on, flexible with a cando attitude and ability to learn new skills
• Attention to detail essential
• Excellent communicator for both internal and external customers
• Highly organised, able to prioritise conflicting demands to meet deadlines
• Compatible with the TePe culture

• Office Based
• 5 days per week