Customer Service Representative (Part-time)

Customer Service Representative

As a customer service representative in our consumer division, you will be involved in a broad range of tasks in a small team to assist with our order fulfilment activities for our UK and European client base.

You will aim to provide the support and administration required to deliver a first-class client service. As a well organised person, you will be self-motivated and a team player, working under tight deadlines and time constraints whilst retaining a keen eye for detail and accuracy.

Being on the front line, you will demonstrate excellent communication (both via email and by telephone) and interpersonal skills. Your can-do attitude and the desire to provide outstanding service will ensure full customer satisfaction. You will prove your ability to think quickly, solve problems and identify opportunities to enhance our customer experience. A good understanding of IT systems is a must.

Key responsibilities will include:

• Providing a highly efficient, service orientated order fulfilment process to our customers, including order entry and acceptance. Control the delivery process, transmit any associated documentation for goods despatch and dealing financial queries.
• Monitoring the order status on a regular basis, resolving problems with potential customer impact (e.g., contacting external carriers to solve any transportation issues, organising returns etc…).
• Dealing positively with customer queries and processing complaints/credits according to procedures.
• Maintaining system - housekeeping system data and general administrative tasks.
• Providing various sales and stock reports.
• Liaising closely with and supporting the accounts’ sales managers.
• Collaborating with other internal departments (e.g., credit control, planning, distribution etc…)
• Ad-Hoc duties

Essential skills and experience

• B2B Customer service experience & experience of handling difficult customers with tact and diplomacy.
• Excellent organisational skills and ability to prioritise and adapt to change.
• Flexible and service-minded approach towards customers.
• IT Literacy (MS Office pack or similar) with an excellent telephone manner.

Desirable skills and experience

• Experience in logistics and export documentation.
• Experience within a manufacturing / engineering environment.
• Knowledge of SAP.
• Experience of EDI order transfers.
• Additional languages and previous experience in foreign export.

Hours – 27.5 hours per week (to be worked over 4 or 5 days)

Holidays – 24 days per annum (pro rata) plus Bank Holidays

Salary: £12.90/hour

Job Types: Part-time, Permanent

Benefits:

• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Profit sharing

Ability to commute/relocate:

• Gateshead, Tyne and Wear: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 1 year (preferred)

Work Location: In person