Customer Service Advisor

Looking for an opportunity where you can make a real difference to the customer experience every day?

An exciting opportunity has arisen for a Customer Service Advisor to join our Customer Service Department, supporting the efficient delivery of customer service and operational activities. Acting as a key link between customers, the sales team, and internal departments, the role is focused on delivering a seamless customer experience, maintaining strong customer relationships, and supporting the smooth day-to-day operation of the business.

This is an office based role at our head office in Tamworth, working 9:30am - 5:30pm.

Key Responsibilities:
• Monitoring key account orders, deliveries and service levels; building strong customer relationships; making courtesy calls; and resolving issues promptly
• Overseeing forward orders, call-offs and projects for assigned customers
• Handling calls and enquiries from customers, the external sales team and the general public
• Processing online and email orders using Sage ERP and in-house systems
• Preparing customer quotations
• Providing product part numbers and basic technical information
• Managing two to four designated sales areas, supporting customers and Area Sales Managers
• Answering overflow calls from the switchboard
• Responding to email enquiries
• Uploading and filing paperwork in the archive system
• Processing sample requests and internal stock picks
• Coordinating with other departments to arrange rework of bespoke stock
• Setting up customer accounts for online ordering
• Liaising with carriers, tracking deliveries and obtaining proof of delivery
• Ensure all customer contact details accurate and up to date

Skills & Experience
Essential
• Personable and approachable, with excellent customer service skills and a commitment to delivering a consistently high standard of personal service
• Able to handle challenging customer interactions while remaining calm and professional
• Proactive and resourceful in identifying effective solutions to issues as they arise
Able to work effectively both as part of a team and independently, managing workload and priorities efficiently
• Consistently accurate, organised and efficient
• Demonstrate excellent time management skills, effectively prioritising tasks and managing competing customer needs to meet deadlines and service standards.

Desirable
• Basic proficiency in Microsoft Word, Outlook and Excel; experience with Sage or similar ERP system is advantageous, although full training will be provided
• Previous experience within the wholesale, electrical, trade, or distribution sector

Education & Qualifications
• GCSEs (or equivalent) including English.
• Customer Service NVQ (Level 2 or above), or an equivalent recognised customer service qualification (desirable)