We are working with a UK-based supplier of decorative aggregates, landscaping materials, and building products, serving both trade and domestic customers nationwide. The company is known for its strong customer focus, wide product range, and reliable delivery services.
As a family-run business, places high importance on delivering excellent customer experiences and expert product advice.
As a Customer Service Advisor, you will be responsible for:
* Handle high volume inbound customer enquiries via phone, email, and online channels
* Provide accurate product information (e.g., gravel types, quantities, landscaping uses)
* Assist customers in selecting suitable products using knowledge of aggregates and landscaping materials
* Process customer orders and amendments accurately
* Track and update customers on order and delivery status
* Resolve issues relating to orders, deliveries, or payments
* Liaise with logistics teams and third-party hauliers regarding deliveries
* Advise customers on delivery requirements (e.g., access restrictions, vehicle types)
* Manage delivery-related queries or complaints
* Handle customer complaints professionally and efficiently
* Investigate issues such as delayed deliveries or incorrect orders
* Provide timely resolutions in line with company policies
* Identify opportunities to upsell or cross-sell relevant products
* Promote offers, bulk deals, and additional services
* Maintain accurate customer records in CRM systems
* Log customer interactions and feedback
The ideal candidate will be:
* Customer-focused with a proactive approach
* Friendly, professional, and approachable
* Strong attention to detail
* Team player with a positive attitude
* Resilient under pressure