The Customer Services Representative will report directly to the Customer Services Manager and provide office-based support to a wide-ranging customer base. The role will encompass re-active duties to customer requests, enquiries and queries as well as pro-active duties to ensure customer satisfaction and maximisation of opportunities. 

Key responsibilities:

  • Receive customer orders by phone and e-mail and process in the system
  • Process standing customer orders in the system
  • Provide customers with quotes for new products and special items as requested
  • Pro-actively follow-up on customer quotations to gain the order wherever possible
  • Resolve all customer queries pro-actively and efficiently
  • Pro-actively follow-up to ensure receipt of all customer deliveries and efficiently resolve any issues
  • Process any customer returns, liaising with purchasing/warehousing to ensure supplier returns are actioned
  • Create and maintain customer templates to ensure the list of stocked items available is always up to date
  • Maintain customer webstores, updating and amending as the need arises
  • Produce detailed monthly reports showing details of all customer orders and summary information
  • Support the business on other ad hoc tasks and projects as the need arises 

Skills Required:

  • Have a customer-centric mindset, for both internal and external customers
  • Understand customer’s needs and identify opportunities
  • Think creatively to fulfil customer’s needs and solve their problems
  • Demonstrate an urgency to follow up on customer opportunities or concerns immediately
  • Have strong attention to detail, whilst also being able to see the bigger picture
  • Be proficient in the use of common computer software and systems
  • Work efficiently and pro-actively identify opportunities for improvements in internal processes
  • Communicate openly, both with colleagues and external customers
  • Demonstrate flexibility and a willingness to support on any tasks or projects as required by the business