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Job Req ID: 3476 Date: May 14, 2024 Tradebe Site: Tradebe Warrington Location:
Warrington, WRT, GB
Department: Customer Services Business Line: Environmental Services & Global Functions
Customer Support Advisor
Description:
We offer
* Basic salary of £25,000 per annum
* 25 days holiday + Bank holidays
* Bonus Structure
* Life Assurance
* Contributory pension plan
* Subsidised bus pass for Warrington network
* Subscription to the onsite gym at a heavily discounted rate
* Dress down Fridays
* Eye Care Vouchers, well-being, and employee assistance
* Discounted shopping vouchers and other fantastic deals
The person
What you will need to bring to the role:
* Great communication skills – both verbal and written
* Established experience in a customer focused environment demonstrating exceptional customer support skills
* Ability to follow, understand multiple and complex processes
* Problem solving, logistical thinking, with strong attention to detail
* Effective administration, planning, data accuracy, numeracy, and organisation skills
* Results orientated
* Good IT/Computer skills. MS Office including Excel and Outlook. Advanced Excel would be beneficial.
* Ability to work as part of a team, supporting colleagues
* Flexible and self-motivated, eager to embrace new training opportunities
* Time management – working effectively towards targets
Desirable Skills:
* SAP / C4C / Ticket Management experience
* Environmental Supports / Waste Management / Recycling experience
Job description
This is no ordinary customer service role, and our people are our biggest asset. Due to continued success and growth, we are looking to recruit proactive and enthusiastic team members who focus on providing excellent, friendly, and professional service to our customers.
Our customer support team members actively improve our culture of customer delivery and take responsibility for making our department a great place to work. The happiness of our team is a Key Performance Indicator. This role is expected to understand the customer requirements across both our Healthcare and Industrial teams as well as manage a set of accounts and meet SLAs.
The role
Main purpose of job
Providing outstanding support to our customers throughout the end-to-end process, from inquiry, quote, sales order creation, and fulfilment phase. This involves ensuring excellent communication with our Sales, Operations, and Finance teams, and keeping the customer always informed. You will be responsible for inquiry management, sales order creation, NCRs, invoice queries, and recording complaints accurately and promptly on our SAP system.
You will be key in business coordination, working closely with all departments and our customers to deliver exceptional service.
* Working as one team across multiple telephony channels, personalising each interaction to support the customer during the end-to-end lifecycle.
* Communication with customers via Telephone, Email, Live Chat, and written correspondence.
* Processing customer sales orders, handling requests, and using multiple systems daily.
* Achieving all customer Service Level Agreements and KPIs.
* Raising quotes, sales orders, NCRs, invoice queries, and complaints within SLAs.
* Setting up Producers.
* Using problem-solving skills to resolve queries, including invoices, complaints, and nonconformances.
* Delivering customer reports and supporting data.
* Collaborating with Operations to coordinate collections and resolve missed collections.
* Supporting account management and new starters.
* Managing Customer Support Systems & Procedures, Helpdesk, Transport bookings, Contract Coordination, Producer Administration, Orders Processing, Customer Support, Brokering Orders, Site Support, Customer Feedback, Complaints Management, and using systems like SAP ECC, SAP C4C, NICE CXOne, and Microsoft 365.
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