Customer Service Advisor

Customer Service Advisor

Job Description

Job ID: 18614
Job Function: Customer Service
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 16 Jun 2022

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


Apply for this position

Allowed Type(s): .pdf, .doc, .docx