Customer Service Advisor

Customer Service Advisor

Job Description

Job ID: 11914
Job Function: Customer Service
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 29 Oct 2021

Job Overview

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
  • Mitel phone systems or similar
  • Microsoft Office
  • PC Literate
  • AS400
  • 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

 

In return for your hard work we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

 

Your package will include:

 

  • Competitive Salary and pension scheme with life assurance
  • 25 Days Holiday
  • Employee Assistance Programme supporting wellness with immediate access to:
    1. GP consultation and second opinions
    2. Mental health support
    3. Financial and Legal support
    4. Wellbeing and healthy living support
  • Employee referral scheme with financial reward
  • Professional Membership and Study Sponsorship
  • Pass scheme (£100 to undertake training of your choice)
  • Subsidised canteen

 

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative, and achieve high impact results that really make a difference to our business and our customers.

 

Where we are:

Our head office is based at a purpose built, state of the art distribution facility on Buckshaw Village in Chorley with excellent transport links to the M61 and M6 plus a mainline train station less than a mile away. The office has on site parking, shower facilities for those who brave the elements on a bike or on foot and a subsidised canteen.

 

About TVS:

TVS Supply Chain Solutions are a world leading supply chain and logistics services provider, implementing innovative supply chain solutions as true partners with a broad range of blue chip organisations worldwide. Our clients operate in diverse sectors such as Defence, Utilities, Automotive, Rail and Beverage but they all have time-sensitive, business critical missions to deliver and TVS are an essential and integral component in their performance – with our help they achieve their business goals.

 

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

 

Job Location

Chorley

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