Customer Service Advisor - Cardiff

Customer Service Advisor - Cardiff
Perm/ Full Time
£18,000

About the role
Reporting to the Senior Product Manager, this Customer Services Advisor role ensures customers are provided with the best possible customer service, through the administration and processing of customer orders and monitoring order - delivery. The role positively enhances customer satisfaction, contributing towards the success of the business by achieving and exceeding key performance indicators, growing the business.

This is a versatile position that also requires the individual to provide reception cover during breaks and lunch.

Duties and Responsibilities
Inbound Customer Contact

* To answer customer telephone calls promptly and professionally and to accurately process all product orders including Business to Business orders, TG Eakin orders, NHS Blue Diamond orders, Stoma Care Nurse stock box orders, Territory Manager sample stock orders and product sample orders.
* To action and respond to customer contact received by email, fax, internet and letter (i.e. non-telephone contact) in a professional and timely manner.
* To maintain excellent Pelican product knowledge and to answer all enquiries regarding Pelican products.
* To resolve any customer queries regarding product delivery

Reception Cover

* To provide cover and support for the Receptionist during their lunch break and periods of annual leave.
* Provide excellent face-to-face and telephone customer service, handle all incoming and outgoing mail effectively and carry out administrative duties accurately.

Proactive Order Delivery Monitoring

* Regularly review the status of orders and courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction.
* To monitor customer back orders and proactively communicate with customers when items are out of stock.

Goods Returned

* To administer the Goods Returned process, liaising with interdepartmental teams as required. To process any required credits and re-invoices. To keep a record in line with the complaints procedure as required.

Product & Account Administration

* Responsible for accurately inputting data to create new accounts in accordance with procedures
* To ensure product records are accurate and prices are kept up-to-date
* To inform customers of any changes in prices in a timely manner
* To ensure customer accounts are maintained accurately, including delivery addresses and relevant discounts
* Monitoring account credit reports and liaising with the Account department
* Taking credit card payments and liaising with the Accounts department

Inter-departmental Liaison

* To liaise with Territory Managers regarding Stoma Care Nurse stock box requests
* To be the contact point for interdepartmental requests and to action those requests in a timely manner (e.g. Warehouse / Production / Accounts)

General

* To adhere to the company's Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
* To be responsible for your own health and safety and that of your colleagues, in accordance with the company's' Health and Safety policy.
* To adhere to the company's Quality policy and Environmental policy.
* To undertake other duties as may be reasonably required.

KEY SKILLS
Essential

* Previous experience

Company Description

Orange Recruitment is team of recruitment specialists, with over 10 years of experience. Orange Recruitment was established to provide our clients with an abundance of highly qualified candidates, with minimal costs & minimal hassle.

Closing Date:
04/03/2019

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