Customer Service Advisor

New
  • Location
    Chorley, Lancashire
  • Category
    Procurement & Supply Chain - Procurement & Supply Chain
  • Job type
    Temporary contract
  • Industry
    Procurement and Supply Chain
  • External Reference
    JN-052021-184956

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