Customer Service Advisor – Luton

We are working with a thriving award-winning company to recruit for multiple positions across their busy Customer Service department.

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.

We are really keen to speak with candidates that can demonstrate strong previous experience in a Call Centre/Customer Service background.

The position will be based in our clients busy Sales and Orders Department which is the beating heart of the business. The Customer service department is split into two different teams, one that deals with sales functions and the other that deals with deliveries. The team are responsible for processing customer sales orders and dealing with any delivery discrepancies that can arise.

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

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.
• Confident speaking with customers, sales teams and logistics partners 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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