Job Overview

We are looking for a Customer Service Superstar 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

• Must be a superstar on the phones and pride themselves on delivering first class customer service
• Must enjoy the administration side too
• General experience with software such as Microsoft Office

• Web based ordering systems experience is beneficial
• Educated to at A Level is desired
• If you have experience in supply chain/logistics, this is a bonus!

• If you have dealt with complex call enquires, this is also a bonus!
• Must have worked in a fast paced environment and ready to get stuck in

• Excellent telephone manner and like to support the customers