Job Description:

Customer Services Advisor

Salary: £26,500-£28,500
Location: Reading
Term: Permanent

Overview

We are seeking a dedicated and professional Customer Services Advisor to join our team in Reading. This role is integral to ensuring the seamless management of customer orders and delivering exceptional service to our clients across the EMEIA region. If you are passionate about customer service and thrive in a dynamic environment, we encourage you to apply.

Responsibilities

As a Customer Services Representative, your key responsibilities will include:

Order Management

• Receiving and processing customer orders via email and customer databases, ensuring same-day responses and timely issuance of formal order acknowledgements.

Customer Enquiries

• Handling inbound enquiries via email, phone, and online platforms, and directing queries to the appropriate departments as needed.

Account Status Coordination

• Liaising with the Accounts Department to review customer account statuses, particularly when accounts are placed on hold during order entry.

Despatch Coordination

• Collaborating with the Despatch Department to ensure accurate and timely shipment of orders, providing all necessary details and documentation.

Complaint Handling

• Logging customer complaints, investigating issues in collaboration with relevant departments, and processing credit documentation promptly.

General Support

• Supporting wider customer service activities and contributing to departmental objectives.

Information Accuracy

• Ensuring the provision of accurate, valid, and complete information to customers using appropriate tools, systems, and procedures.

Qualifications

To excel in this role, you should possess the following qualifications and skills:

• A strong commitment to delivering excellent customer service.
• Clear and professional communication skills with customers and colleagues at all levels.
• High attention to detail and accuracy in tasks such as order entry and documentation.
• Ability to manage multiple tasks and work effectively with other departments.
• Strong organisational skills with the ability to prioritise workloads and meet deadlines.
• Proficiency in English is essential; knowledge of French is beneficial.
• Self-motivated and capable of working both independently and as part of a team.
• Calm and effective under pressure, particularly when working against tight shipping deadlines.
• Experience with sales order entry databases (e.g., Oracle, Salesforce) is advantageous but not essential. Full training will be provided.
• Confident in using Microsoft and Windows applications, including Word, Excel, Outlook, and Teams.
• Familiarity with quality systems such as ISO 9001 is advantageous.

Day-to-Day

Your typical day will involve:

• Processing and managing customer orders from start to finish.
• Responding to customer enquiries and resolving issues promptly.
• Coordinating with internal departments such as Accounts and Despatch to ensure smooth operations.
• Participating in team meetings and contributing to departmental goals.
• Maintaining accurate records and ensuring compliance with company procedures.

Benefits

We offer a competitive salary and a supportive work environment where you can grow and develop your skills. Additional benefits include:

• Comprehensive training to ensure your success in the role.
• Opportunities for professional development and career progression.
• A collaborative and inclusive workplace culture.

If you are a motivated individual with a passion for customer service and a desire to contribute to a growing organisation, we would love to hear from you. Apply today to join our team and make a difference!