Customer Services Advisor

JOB DESCRIPTION

Order processing and issue resolution

Job Title Customer Service Advisor
Job Function Order processing and issue resolution
Reports To Head of Customer Services
Location The Olive House, Northallerton, North Yorkshire
Date October 2018




CORE RESPONSIBILITIES

• Order Processing across 4 commercial divisions
• Handling after sales enquiries, providing customers with contract balances
• Handling inbound telephone calls
• Working with production sites to effectively plan workload working to agreed SLA’s
• Complaint resolution
• Administrative duties as required
• Development of systems to improve performance i.e. NCR’s and CRM

SUPPORTING DIVISION PERFORMANCE

• Understand & implement the strategy for the Division.
• Ensure & facilitate through communication with the wider business to add maximum value to customer service.
• Work in a culture that encourages ethical conduct, open communication & commitment to compliance consistent with The Kerfoot Group values – Respect, Boldness and Performance.
• Promptly communicate to Manager & assist in investigating all relevant complaints, possible violations or irregularities, taking appropriate action where necessary.
• Support the HofCS to deliver divisional KPI’s

SKILLS & EXPERIENCE REQUIRED

• Customer service experience within a commercial environment
• Knowledge of manufacturing & distribution chain activities advantageous
• Action oriented & able to deal with multiple relationships effectively in a fast paced environment.
• Creative thinker able to challenge established ways of doing things
• Excellent networking, interpersonal & relationship building skills
• Understanding of the regulated environment & compliance needs
• Competent in all Microsoft Office applications