We have an exciting opportunity for an Customer Account Support role within our hugely successful and growing Cruise Division at Tower Supplies.
Based at our Head Office in Poole, your role will be to proactively engage with customers and potential customers, providing first-class service throughout. This includes managing customer accounts, processing orders, and handling both outbound and inbound telephone calls and emails.
Your key responsibilities will include:
* Frontline customer support; you will have a professional and friendly telephone manner, able to quickly digest and understand customer requirements.
* Manage and respond to delivery issues and queries; monitor and answer inbox querier, able to compose professional communications in a timely manner.
* Customer order management; ensure that customer queries are fully researched and resolved; utilising our CRM and data management systems.
* Book, manage and track transportation; work with transport companies to ensure that sufficient time is planned for on time delivery (land or sea).
* Work to KPIs; ensure that all tasks are documented accurately to support on time task completion.
* Process management; prepare paperwork and gain a good understanding of internal processes and those of our customers. Understand the requirements of exporting goods from UK globally.
* Stock management reporting; ability to read and understand order reports and use Excel skills to make recommendations relating to future ship movements.
Key to your success in this role will be your ability to :
* Understand distribution and logistics
* Work effectively with our warehouse operations team
* Be adaptable to change; proactively anticipating where issues may occur
* Demonstrate resilience and tenacity; able to overcome challenges and set backs
* Work effectively as a team, ensuring that communication is clear and understood
* Have great attention to detail; taking pride in your work
* Be experienced operating across a number of systems - CRMs, ERPs, Excel and Microsoft tools
* Ability to multi-task across a number of potentially conflicting priorities
* Be obsessed about customer service
There is so much more that goes into this position with a great team - it can be high pressure but also high reward. Teamwork is the key to our success.
Working hours are 8.00am to 5.00pm, Monday to Friday with some great perks.
Job Types: Full-time, Permanent
Pay: £30,000.00-£32,000.00 per year
Benefits:
* Additional leave
* Bereavement leave
* Company events
* Company pension
* Cycle to work scheme
* Discounted or free food
* Free parking
* Health & wellbeing programme
* On-site parking
* Profit sharing
* Referral programme
* Sick pay
Experience:
* customer service: 3 years (preferred)
Work Location: In person