Job Overview
We are seeking a dedicated and enthusiastic Customer Service Representative to join our team.
In this role, you will be working as a full and supportive member of the sales team. You will be interacting with customers to provide information regarding product enquiries, receiving, processing and progressing orders to ensure customer needs are met. You will also be handling and resolving customer complaints while maintaining customer relationships.
Ravago Building Solutions is the largest producer of extruded polystyrene (XPS) insulation in Europe, following our acquisition in 2018 of seven XPS production plants and the technology from DowDuPontInc.
In the UK, our Ravatherm XPS X range of thermal insulation can be used in a wide range of roofing and flooring applications. We offer a wide range of products in several thicknesses, different surfaces and various compressive strengths to meet the performance requirements of buildings.
For further information about our group please visit:
Responsibilities
* Provide advanced product/service information and respond to complex customer questions about the product/service (including prices, delivery dates, quantities etc.)
* Record and process custom/special orders that may require additional resources for delivery and coordinating with those teams as required.
* Co-ordinate with the Logistics team to plan the delivery schedule and to ensure required stock levels are maintained.
* Liaise between hauliers and customers regarding delivery issues to jobsites and ensure these are dealt with promptly.
* Respond to basic and advanced customer issues such as returns, exchanges, credits and complaints; escalating appropriately.
* Utilise the CRM system to maintain up to date customer information for communications and to support follow-up sales and service actions.
* Develop knowledge and understanding of the organisation's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards.
* Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.
* Develop relationships with customers and proactively seek ways of improving service levels. Provide a first point of contact for resolving customer queries and complaints.
* Work closely with Account Managers & Sales Managers on customer quotes and pricing.
* Develop knowledge of our wide product range and its uses.
Skills & Behaviors:
* Minimum of GCSE (or equivalent) passes in Maths and English
* Experience in the use of MS Office (Word, Excel, Outlook, Teams etc.)
* Familiarity with SAP
* Excellent communication skills (written and verbal) with the ability to build strong customer relationships and deliver customer-centric solutions.
* Adaptable and resilient, responding promptly to customer requests and/or changing goals/objectives; securing the support of others to resolve issues.
* High level of initiative to deal with customer orders, queries and complaints.
* Works without supervision and provides guidance as required to deliver the key needs of their customers and to recognise signals for additional sales.
* Plans and prioritises work to meet commitments and aligns with the organisation's goals.
* Builds partnerships and works collaboratively with others to meet shared objectives.
* Able to work in a team, ensuring open communication and providing a supportive environment to help colleagues in their development by sharing best practices, information or giving constructive feedback.
* Numerical ability to be able to accurately price jobs and calculate loads for delivery.
* Previous experience in a similar team led, customer focussed environment processing complex orders and developing solutions.
If you are passionate about delivering outstanding customer service and possess the necessary skills, we encourage you to apply for this exciting opportunity.
Job Types: Full-time, Permanent
Pay: £25,500.00-£26,500.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Gym membership
* Life insurance
* On-site parking
* Private dental insurance
* Private medical insurance
* Work from home
Work Location: Hybrid remote in King's Lynn PE30 2HJ