IWS Group Hulland Ward, England, United Kingdom
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IWS Group Hulland Ward, England, United Kingdom
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Join to apply for the Customer Service Advisor - Beaverswood role at IWS Group
IWS Group is a fast-growing family of specialist industrial product owners and service companies, each of which are market-leaders in their niche. The Group’s range of products and solutions cover workplace safety, impact protection, racking & shelving, recycling, 5S and visual communications, primarily serving the warehousing, logistics and material handling industry, with full turnkey services and a network of distributors across Europe and beyond.
Beaverswood Ltd.
Beaverswood, based in Wokingham, manufactures innovative products that make the workplace work smarter with a range of visual management products, suitable for lean manufacturing and 5S - or any workplace that needs to be safe, productive and organised.
The product range includes ticketing and labelling for warehouses and industrial settings; document display and waste segregation; specialist impact protection, racking protection and warehouse safety products. The range is supported with market expertise, marketing, promotional and reseller resources and materials, and aftersales support.
Beaverswood is an entrepreneurial environment with short lines of communication and decision-making. This role operates within a growing group of companies with a strong people culture.
Position:
Beaverswood is looking to recruit a Customer Service Advisor to process and dispatch customer orders, whilst responding to customer enquiries in a timely manner, utilising customer service skills. Working in our customer service team and working closely with the sales team, you will need to be a strong team player and possess a ‘can do’ and positive attitude.
The Customer Service Advisor will be responsible for processing, managing and monitoring sales orders, answering pricing requests and resolving order queries. The Customer Service Advisor will offer a solution-based approach to satisfy customer requirements and generate profitable sales.
Responsibilities:
* Process customer orders promptly and accurately.
* Contact customers proactively to clarify or resolve any issues related to their orders.
* Maintain and update accurate customer records in the database.
* Respond to customer pricing requests in a timely and professional manner.
* Liaise with suppliers to obtain pricing and availability for special or non-stock items.
* Generate and track purchase orders for non-inventory products, ensuring timely delivery and communication with relevant stakeholders.
* Prepare and compile all necessary export documentation in accordance with international shipping and compliance requirements.
* Collaborate closely with the external sales team to effectively manage and fulfil customer requests.
* Deliver exceptional customer service by responding quickly and professionally to enquiries, complaints, and concerns.
* Contribute to the continuous improvement of processes and procedures aimed at enhancing customer experience and operational efficiency.
Known Challenges
* Developing an understanding of the company and the industry in which it operates, and the challenges that it faces from internal and external factors.
* Effectively prioritise tasks and self-manage daily workload.
* Being results-orientated and accountable to deliverables is essential, as this role will be measured through set KPIs.
* Fluctuating and short lead times for quotations & order processing.
Success Management
* Build and maintain effective customer working relationships.
* Weekly/monthly reporting on order, quote and query management volumes.
* Meet or exceed customer’s expectations on delivery of information.
* Maintenance of auditable documentation trails.
* Engagement with Sales team to ensure timely completion of quotations, orders and responses to customers.
* Demonstration of continuous improvement.
Requirements:
Skills, Knowledge & Experience
* Experience in customer service, ideally in a B2B environment.
* Technologically astute
* Experience with CRM and ERP systems.
* Demonstrable experience in customer services or quoting role.
* Problem solver with great initiative.
* Good head for numbers.
* Excellent written and verbal communication skills.
* Proficient in Excel and Word.
* Able to prioritise, develop work schedule, and influence others to achieve results.
* Knowledge of the industry, reseller / dealer channel model and export shipments will be advantageous
Aptitudes/Attributes
* Self-motivated, resourceful and results orientated.
* An eye for detail and ability to visualise the customer journey while identifying opportunities to improve the customer’s experience.
* Ability to identify up sell and cross sell opportunities.
* Able to articulate technical information to both technical and non-technical audiences.
* Skilled at building relationships where feedback is welcomed and responded to.
* Analytical, diligent, tenacious, persistent, and balanced.
* Capable of working to challenging deadlines and managing multiple tasks efficiently.
Other information:
Now part of the rapidly growing IWS Group of companies, investment is being made in people, systems and expanding the service offering for an ambitious period of growth. This is an exciting time to be joining the team!
* 38.75 hours per week- Monday to Friday
* Salary £26k - £28k per annum
* 25 days holiday (service increment scheme in place)
* Health Care Cash Plan (available from day one)
* Company sick pay support scheme (after completion of probation)
* Employee Assistance Programme (including 1:1 counselling)
* Group Life Assurance – 2x annual salary (after 5 years’ service)
* PERKS retailer discount scheme
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Warehousing and Storage
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