Customer Service Advisor – Luton

We are working with a thriving award-winning company to recruit for an experienced Customer Service Advisor to join our clients busy Customer Deliveries team.

Our client provide their products on a B2B basis and are currently looking to increase the headcount in their Deliveries team, this particular team field a high volume of Customer calls and email enquiries from clients who report a wide range of issues and raising a number of queries with the deliveries of their orders.

This role would suit a candidate with prior call centre experience, who is confident fielding a high number of calls at any given time. The ideal candidate will be someone who is an adept problem solver, with great attention to detail. You will be able to demonstrate the ability to multitask and liaise between different stakeholders, and thrive on seeing a situation through from start to finish.

On offer is a salary of £25k with an additional performance bonus. The company also offer several benefits including employee discount scheme, free on-site parking, opportunity for hybrid working and frequent company events. 

This position is based in our clients Luton head office. Their offices are the perfect place to work; they provide a modern and stylish space featuring breakout areas and are an Investors in People accredited business.

Duties:

• Answering a high volume of calls.
• Overseeing incoming emails, categorising messages and actioning according to daily deadline.
• Take phone calls from 3^rd Party Logistics partners, customers and internal departments.
• Manage order/delivery discrepancies, advising customers accordingly and ensuring replacement stock is sent as requested.
• Dealing with any complaints and queries received.
• Produce weekly and monthly reports as required.
• Undertake special projects to improve the processes and the efficiency of the department as a whole.
• Sending orders across to 3^rd Party Logistics provider for processing and overseeing any issues that arise.
• Investigate orders that haven’t automatically been invoiced.
• Run stock reconciliation to ensure systems are aligned.
• Arrange any special deliveries such as same day, booking in, reworks and other non-standard delivery requirements.
• Manage ongoing updates of customer delivery instructions and time windows.
• Resole discrepancies on orders with shortages or problems.
• Dealing with returns from logistics provider and receipting stock.
• Raising credits.
• Organising stock transfers from warehouses.

Candidate requirements:

• Previous call centre-based Customer Service experience is a must.
• Prior experience working with stock/orders/deliveries/bookings would be desired.
• Confident speaking with different stakeholders to resolve any issues in way of email or a phone call.
• Show good care about the customer and give them great customer service.
• Demonstrate high levels of both accuracy and attention to detail.
• Good communicator in both verbal and written format, excellent telephone manner.
• Works well under pressure.
• Team player who works well with others; both in their team and the wider company.
• Able to manage their own workload and prioritise appropriately.
• Strong problem solver.
• Customer centric and strives to do their best for customers.
• Self-starter, able to use own initiative.

Looking for the next step in your career? Think Specialist Recruitment.

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent and temporary recruitment with areas of expertise including; administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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