Customer Service Advisor
Customer Service Advisor
Job Description
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:
- GP consultation and second opinions
- Mental health support
- Financial and Legal support
- 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.