Customer Service Advisor

  • Location
    Chorley, Lancashire
  • Category
    Procurement & Supply Chain - Procurement & Supply Chain
  • Job type
    Temporary contract
  • Industry
    Procurement and Supply Chain
  • External Reference

To provide front-line "helpline" response for all types of request for customers of clients supported by the department and also:

� Management of customer order pipelines

� Management of customer returns pipelines

Job Responsibilities

� Provide first line support to all customer queries received via phone and email around:

- Delivery / Returns issues

- Order management process

- Stock availability

- Urgent/critical requests

- Service recovery issues

- Ad hoc requests

� Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA's

� Root cause identification logged against the case in CRM

� Liaise with internal teams to ensure first time resolution

� Pro-active communication with the customer to ensure they are updated on case progression

� Customer level reporting as required

Qualifications and Skills

� Microsoft Dynamics CRM or similar is beneficial

� Mitel phone systems or similar is beneficial

� Microsoft Office

� PC Literate

� Web based ordering systems

� Educated to at least GCSE level with Maths & English as a minimum (Essential)

� A Level (desired)

� Customer service / case handling (essential)

� Rail industry knowledge (preferred)

� Supply chain / logistics background (preferred)

� Complex query handling (essential)

� Dealing with external parties / transporters (preferred)

� Experience of working in fats paced, high volume / short timescale environments

� Excellent communicator / listener

� Ability to own queries to resolution

� Ability to work under pressure

� Ability to work with minimal supervision

� Ability to deal with high work volumes

� Pro-active approach to query resolution

� Ability to work with and engage sideways and vertically within an organisation

� Customer first mind-set

� Continuous improvement mind-set

� Excellent telephone manner

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Caroline Hereford