We currently have an exciting opportunity for a Customer Service Advisor to join our team in the Horizon Logistics Park, Co. Dublin.
Job Purpose
The post holder will be responsible for day-to-day customer service tasks and achievement of customer service targets.
Key Accountabilities
* Deal directly with customers either by telephone, electronically or face to face
* Respond promptly to customer inquiries
* Handle and resolve customer complaints
* Obtain and evaluate all relevant information to handle product and service inquiries
* Providing and ensuring pricing is correct – margin and estimates
* Providing delivery information
* Perform customer verifications
* Set up new customer accounts
* Process orders, forms, applications and requests (Invoices, Returns,)
* Organize workflow to meet customer timeframes (Customer SLA)
* Direct requests and unresolved issues to the designated resource
* Manage customers' accounts
* Keep records of customer interactions and transactions
* Record details of inquiries, comments and complaints in CRM system
* Record details of actions taken
* Prepare and distribute customer activity reports
* Maintain customer databases
* Manage administration
* Communicate and coordinate with internal departments (Front-Line, Purchasing, Credit Control, Logistics and Management)
* Follow up on customer interactions and transactions (orders, back orders, credits, Customer queries and complaints )
* Provide feedback on the efficiency of the customer service process (Team meetings)
Skills and Experience
* Accurate attention to detail
* Previous experience in similar role
* Excellent Excel, Word & PowerPoint skills
* Excellent numeric skills
* Must be an excellent communicator
* Capable of multitasking
* Capable of working under pressure in a fast-moving demanding environment.
* Must be a team player and able to work and communicate as a team member
Measures
* KPI targets
* Back orders
* Invoice accruals
* Stock valuation
* Dead and slow stock
* Returns
Pay range and compensation package
We provide competitive pay rates and a comprehensive benefits package that includes a Company Pension Scheme, discounted Healthcare Cash Plan, Long Service Awards, enhanced Maternity/Paternity leave, an Employee Assistance Program, Life Assurance, one paid Volunteering Day per year, and 20 days of annual leave which increase to 25 days with service. Additionally, we offer the option to buy extra holidays, a Cycle to Work Scheme, and various employee discounts.
Equal Opportunity Statement
We are proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.