Customer Service Advisor
Reporting to: Office, Sales & Administration Manager
Location: Lewes: Lewes (Hybrid working available)
Are you passionate about delivering exceptional customer service and being the friendly voice customers trust?
We're looking for a motivated and customer-focused individual to join our Customer Service team. In this role, you'll be at the heart of our business — ensuring every customer interaction is efficient, accurate and positive. From processing orders and managing deliveries to resolving queries and complaints, you'll play a key part in building strong customer relationships and supporting continued business growth. If you enjoy working in a fast-paced environment where attention to detail and teamwork really matter, this could be the perfect opportunity for you.
The Role:
To work within a team to ensure an efficient, helpful and informative customer service group. Ensure customers receive accurate information on sales related queries, orders are processed correctly and deliveries are received on time as requested. Responding to and finding resolution to customer queries and complaints, whilst maintaining efficient and friendly relationships with customers to ensure continued business for the company
Principal Functions / Responsibilities:
* Ensure customer requirements are met by accurately transposing customer orders received via the website, email and telephone into Nav/Iris in line with department SLA's.
* Proactively manage own work load, working towards any targets given and share responsibility for all office and administration duties amongst the team.
* Ensure that each customer receives outstanding service by providing a friendly and professional environment; establishing rapport, maintaining solid product and application knowledge and all other aspects of customer service.
* Informing customers of no stock items and offering alternatives.
* Liaise with other departments as and when necessary to effectively process orders and satisfy customer requirements.
* Providing a high level of customer service at all time.
* Accurately register and record complaints
* Work with customers to resolve any customer complaints, by listening and understanding the customers complaint and ensure the right solutions and remedies are sought.
* Take responsibility and ownership of the allocated complaint and keep customers up-to-date with progress through the process.
* Investigate customer delivery issues with 3rd party couriers.
* Answer all incoming calls within 3 rings, re-directing calls and taking messages where necessary.
* Assist customers with information on various products and queries either by phone or email (checking the shared Team email inbox and personal email inbox regularly)
* Ensure customers account is within their agreed credit status before dispatching their sales order.
* Take customer credit/debit card payment for non-account holding customers when processing their orders.
* Check the shared Team email inbox and personal inbox for emails regularly, responding to all sales orders and customer queries in a chronological order and within company customer response time SLA's.
Skills / Experience:
Essential
* Strong MS Office skills, e.g. Outlook, Word, Excel and learn to use new in-house systems (Nav & Iris)
* An efficient and friendly telephone manner.
* Good written and oral communication skills with customers and internal partners.
* Needs to demonstrate the ability to be a team player as well as work on an individual basis.
* Ability to plan and prioritise their day to day workload to meet deadlines.
* The ability to review and resolve issues.
* Ability to stay calm and patient with challenging customers.
* Ability to multi task and work in a high-pressured environment.
* Ability to handle a high workload in an organised manner and to have an excellent standard within strict deadlines.
* Ability to deal with complaints or difficult calls whilst maintaining professionalism and empathy at all times.
* Ability to learn new systems, products/services and retain information.
* Experience in administration.
* Confidence and professionalism on the telephone.
* Problem Solving Skills.
* Ability to work as part of a Team.
Desirable
* Sales Ordering Processing experience.
* Office environment customer service experience.
* Experience within the Food Ingredients/Food Service Distribution sector.
* May suit someone with call center experience.
Working Hours & Location:
* To work an 8 hour shift (to include 1hr lunch break) between the hours of 8am- 4.45pm Monday-Friday.
* The role is based in Lewes, but Henley Bridge has a hybrid working policy which means that up to 40% of the working week can be worked remotely (from home or another suitable location).
The remuneration package includes a competitive salary, contributory pension scheme, 25 days paid holiday a year, a healthcare cash plan and Perkbox.