Customer Experience Team Member - Lewes, United Kingdom - Henley Bridge Ingredients Ltd

Henley Bridge Ingredients Ltd

Verified Company

Lewes, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

Henley Bridge Ingredients Ltd**Role Description: Customer Service Team Member*
Reporting to: Customer Experience Manager

Overall Role Purpose*:
To work within a team to ensure an efficient, helpful and informative customer service group.

Ensure customers receive accurate information on sales related queries, orders are processed correctly and deliveries are received on time as requested.

Responding to and finding resolution to customer queries and complaints, whilst maintaining efficient and friendly relationships with customers to ensure continued business for the company.

Principal Functions / Responsibilities:

Proactively manage own work load, working towards any targets given and share responsibility for all office and administration duties amongst the team.
Informing customers of no stock items and offering alternatives.
Liaise with other departments as and when necessary to effectively process orders and satisfy customer requirements.
Providing a high level of customer service at all time.
Accurately register and record complaints
Work with customers to resolve any customer complaints, by listening and understanding the customers complaint and ensure the right solutions and remedies are sought.
Take responsibility and ownership of the allocated complaint and keep customers uptodate with progress through the process.
Investigate customer delivery issues with 3rd party couriers.
Answer all incoming calls within 3 rings, redirecting calls and taking messages where necessary.
Ensure customers account is within their agreed credit status before dispatching their sales order.
Take customer credit/debit card payment for nonaccount holding customers when processing their orders.

The company reserves the right to vary or amend the duties and responsibilities of the post holder at anytime according to the needs of the Company's business.

Skills / Experience:

Essential

Strong MS Office skills, e.g. Outlook, Word, Excel and learn to use new inhouse systems (Nav & Iris)
An efficient and friendly telephone manner.
Good written and oral communication skills with customers and internal partners.
Needs to demonstrate the ability to be a team player as well as work on an individual basis.
Ability to plan and prioritise their day to day workload to meet deadlines.
The ability to review and resolve issues.
Ability to stay calm and patient with challenging customers.
Ability to multi task and work in a highpressured environment.
Ability to handle a high workload in an organised manner and to have an excellent standard within strict deadlines.
Ability to deal with complaints or difficult calls whilst maintaining professionalism and empathy at all times.
Ability to learn new systems, products/services and retain information.
Experience in administration.
Confidence and professionalism on the telephone.
Problem Solving Skills.
Ability to work as part of a Team.