Reporting to: Customer Support Manager Department: Customer Support Company Profile Neville UK PLC is a privately-owned PLC, supplying tableware and light catering equipment to the food service industry since 1965, specifically to a large range of Catering Equipment Distributors. These consist of both National & Independent Distributors across the UK & Ireland and are growing their export business rapidly. The products are used extensively within the restaurant, bar, hotel and pub sector, covering both front of house products including cutlery, tableware and glassware, to Back of house ranges of Cookware, Kitchenware and utensils covered include tableware, cutlery, cookware, kitchenware, barware & chef clothing. Neville UK PLC are looking for an experienced customer support team member. Your role will be within the Customer Support Team providing excellent customer support across phone, email, and live chat as well as processing orders that are received online and via email. Role and Responsibilities: Managing the Sales Support email traffic Dealing with Quotes Product conversions Special Sample projects as well as Delivery projects (opening orders etc) Managing roll outs In the absence of the Sales Manager dealing directly with customer contacts Cover for the Internal Business Development Manger during busy times and absence To collate and deal with any work passed from the Internal Business Development Manager Assist the Customer Support team when needed in answering customer queries by phone, emails & live chat to the best of your knowledge, ensuring customer satisfaction with each conversation. Attending customer meeting remotely if needed with Account Manager Direct line with the Sales team as their first point of contact Work with the team on all aspects of the role making sure all work is completed throughout the day. Escalate major complaints when needed. Liaising across functions within the business to gather information & ensure issues are resolved quickly. Maintaining a positive, empathetic, and professional attitude toward customers always. Quickly learns the functions of the system to process orders and answer any customer queries. Any other administrative tasks required by management Skills and Experience Excellent verbal and written communication skills 1 year Customer Support or Customer Service experience desired. Attention to detail, being able to listen to customers and getting the task right first time Ability to remain calm under stressful situations and work well under pressure Excellent interpersonal skills and engaging personality Ability to accept criticism and fast learner Ability to multi-task and work to tight deadlines Excellent organisational skills, enthusiasm and passion the role Can work independently and as part of a team. Can problem-solve and identify good solutions Phone etiquette