Customer Service Specialist

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Simon Acres Recruitment are proud to represent for a leading supplier to the kitchen industry who are looking for a Customer Support Specialist to provide office-based support and customer management covering all aspects of customer service to merchant and retail account managers.

 

Offering a salary of up to £22,000

40 hours per week, Monday – Friday

 

You will:

  • Be responsible for dealing with key account customers complaints and queries through to resolution, in an effective and timely manner and adhering to customer SLAs
  • Make commercial decisions regarding the most cost-effective course of action required for the resolution of customer issues
  • Establish and maintain professional and responsive relationships with customers to ensure total customer satisfaction while maintaining business standards and meeting all business objectives
  • Identify business opportunities and process improvements
  • Be methodical in ensuring that all contact with customers is recorded within our Customer Relationship Management system, and maintaining a business plan to drive activity and your other objectives
  • Raise replacement orders for key account merchant/retail customers
  • Complete bespoke reporting requirements
  • Manage back-order and stock re-allocation process
  • Adhere to department KPI/service requirements/SLAs
  • Review KPIs with the Channel Manager on a daily and monthly basis to ensure that the department is both meeting and exceeding targets
  • Inspect replacement goods that are to be sent out to the customer when required
  • Liaising with ASMs and other internal departments regarding customer service issues

 

You will need:

  • A passion for customer service excellence
  • A proven experience and ability to deal with conflict resolution
  • To be PC Literate in Microsoft Office applications (Excel and Word preferable)
  • To be self-motivated with the ability to work on your own initiative and proactively self-manage your own tasks
  • To be experienced in developing and maintaining customer relationships
  • To be of a positive and personal nature
  • To possess the ability to build customer rapport and ensure customer engagements level are maximised
  • To be flexible with a positive approach to new tasks and special projects and you will be a collaborative team player with outstanding customer focus and the drive and desire to provide a world class service
  • To be a high energy team player with a sense of urgency to meet internal and external customer expectations.
  • To be an effective problem solver
  • To show a willingness to learn about the business
  • Good time keeping and excellent attention to detail

 

Essential

  • Previous experience of working in a customer service role within an office environment
  • Proficient in MS Office (particularly Excel and Word)

 

Desirable

  • Experience of using Access Supply Chain
  • Knowledge of the KBB industry
  • Experience of using a CRM system
  • A ‘Level/NVQ in Business studies or equivalent

 

For enquiries, please either apply or you may call 0203 701 6660 and ask for Cara.

Simon Acres Recruitment are acting as the recruitment agency for this vacancy

Permanent
28 June 2022
Greater Manchester