Job Description
THE OPPORTUNITY:
Macildowie are currently recruiting for Customer Service Advisors working for a growing business based in Ashby de la Zouch.
The Customer Service Role is expected to work as part of a cohesive centralised Customer Service and communications team and closely with internal functions such as Service Centre Managers, Field Sales Resources and Functional leaders on growth and retention strategies by providing complete and appropriate solutions for every existing customer and prospect to boost retention and top-line revenue growth and margin improvement.
This is a fully office based permanent position working Monday to Friday.
THE ROLE & YOUR RESPONSIBILITIES:
Manage existing client relationships by making and taking client communications, either by phone or email.
Act as the interface between Sales, Operations Finance functions and our customers.
To plan, schedule and facilitate customer care appointments and using the company sales process and defined pricing and policies of the business,
Maximise retention performance, growth potential and reduce revenue losses in the assigned customer base in line with company expectations.
Works closely with immediate customer service colleagues, sales, and marketing leadership teams, as well as regional Service Operations, Credit Control, Billing and IT to enhance the service offering available to their portfolio of customers.
Use the company defined IT systems to effectively manage customer query resolution cases, pipelines, report activity, track sales, send contracts to clients, book appointments and communicate both internally and externally in a professional manner.
Ensures all data which is inputted is accurate specifically when completing tasks such as order creation, customer instruction details, customer account creation and invoicing requirements.
Attend internal meetings and trainings fully prepared with relevant current data on customer demand requirements and market opportunities, promoting a positive and professional customer orientated approach to ensure the high standards required by the company for customer service
Follow the Company policies for team members, especially but not limited to the Commercial DOA, Pricing book, SFDC policies, Tender and bidding processes and standard codes of Ethics and Health and Safety that ensure the business is a great place to work for all team members.
Carry out market research and maintain knowledgeable about the Washroom and consumable markets in the defined territory, including awareness of competitor activity and new legislation, sharing with your team members and sales leadership teams as appropriate.
Investigate, analyse, and resolve customer satisfaction complaints and service issues from assigned accounts and manage the cancellation applications and log in accordance with company processes and policies.
To drive customer focus and ownership throughout the business to ensure the speedy resolution of customer queries.
To consistently follow the business process when updating business systems and records to ensure customer details are kept accurate and up to date.
To highlight any areas of non-compliance to the appropriate Functional Managers so that these can be managed in a consistent manner.
To build strong relationships with all colleagues and internal customers to ensure that all external customers experience excellent levels of service.
To achieve the agreed administration KPI's and standards set
EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:
Essential:
Administration experience in a Sales or Customer facing Contact Centre environment
Experience in the consistent use of different systems and Microsoft software packages
Experience in the ability to meet robust targets that focus on customer care and attention to detail.
Desirable:
Knowledge of the washroom or consumable industry markets.
Industry relevant sales experience is not essential.
Able to understand Sales related IT systems (Salesforce.com) and use them effectively to manage pipelines and sales activity.
Outbound calling - soft selling skills
Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography.
Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.
If you would like information on how we will process your data please go to our website (macildowie.com) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise.
Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.
