Overview
Customer Service Advisor based in Exeter. Basic salary £26,000 to £28,000 depending on experience, pension scheme, death in service benefit, staff discounts, healthcare cash plan, free parking and excellent career progression and additional training.
We are seeking a Customer Service Advisor with experience dealing with B2B and B2C clients to support international markets, including both e-commerce and retail channels. Language skills are advantageous but not essential.
Responsibilities
* Be the first point of contact, respond to customer enquiries via phone, email, chat and other platforms, delivering timely and accurate service to drive customer satisfaction.
* Work in a fast-paced environment with the ability to multitask; maintain excellent written and verbal communication and strong attention to detail.
* Use an order tracking system along with a CRM system and maintain good overall MS Office skills.
* Collaborate with internal departments (e.g., marketing, production) to resolve queries and support customer needs.
* Process quotations, sales orders, payments and returns accurately.
* Create shipping documentation for third-party logistics partners and liaise with the international warehouse facility to consolidate and ship stock.
* Resolve order issues, maintain customer records in CRM and ERP systems, and proactively support key accounts.
* Coordinate bespoke order requests, work with internal teams on feasibility, pricing and lead times, and keep customers updated with clear records.
* Report on customer feedback to improve products and services and identify trends to support proactive service improvements.
* Assist the sales team with stock, pricing and service process enquiries; coordinate customer design requests with the CAD team.
* Manage service-related issues efficiently, escalating complex cases as needed.
* Consult with quality control, technical teams and others for product enquiries, assist with returns, exchanges and warranty support.
* Record, track and report product complaints, provide timely updates to customers and verify order documentation; report discrepancies as required.
* Support compliance with import/export procedures.
Qualifications and Skills
* Experience of dealing with B2B and B2C clients and supporting international markets.
* Experience in a fast-paced environment with the ability to multitask and manage multiple priorities.
* Excellent written and verbal communication skills and strong attention to detail.
* Experience using order tracking systems and CRM systems; good overall MS Office skills.
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