Customer Service Advisor

Working with a team of advisors to deliver an excellent service to our customers. Key account management for a defined set of customers. Working to and reporting of agreed department and customer KPIs on a daily/weekly and monthly basis as required. Demonstrate ownership and accountability for all queries and concerns within your area. Building and maintaining a strong relationship with customers. Deliver outstanding customer service by maintaining relationships with internal and external customers and distributors through excellent account management. Respond to inbound calls and initiate outbound calls/email correspondence with customers. Proactive outbound calls / emails to customers to ensure we are meeting the daily requirements and report back, and drive implementation of any suggested improvements. Ensure prompt and accurate resolution to customer queries. Ownership of all queries to resolution, including liaising with internal departments to provide a timely, accurate resolution to the customer. Overseeing the end-to-end order processing and management of the sales order, expediting where required and ensuring we are meeting agreed department SLAs. Management of overdue orders and delays from suppliers, highlighting trends or concerns to the CS Manager and Service Delivery Manager. Managing open order books to ensure data is accurate and month end processes are carried out to ensure the order book is maintained and closed monthly. Support the processing of customer orders through internal record management systems. Supporting onboarding of new customers as required. Providing routine feedback on customer feedback/ satisfaction including reporting trends on route cause and corrective action. Monthly reporting to the Service Delivery Manager and Customer Services Manager on performance against KPIs and customer feedback. Demonstrate a strong technical/product knowledge of the company's products for your area of responsibility. Support invoicing and finance queries to ensure timely resolution.

Our client is an established and successful company based in Newcastle. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below.