Customer Service

Customer Service

Stourbridge

Permanent

£25,000

What’s on offer:

• Salary: £25,000 per annum
• Company performance bonus
• 21 days floating holiday plus Bank holidays
• Hours: Monday – Thursday 8:30am-5pm & Friday 8:30am – 4:30pm (30 minutes lunch)
• Free Parking
• Staff days out
• Company pension scheme

General Overview

We are currently seeking a self-motivated and enthusiastic person to join a fantastic company based in Lye. The successful candidate will be polite, efficient and will have excellent telephone manner when speaking to customers.

Typical Work Activities

• Dealing with customers by telephone & email to advise despatch dates on orders.
• Liaising with the factory to obtain despatch dates on orders that may be late or to confirm despatch dates and advise customers as required.
• Liaising with our transport companies to confirm delivery dates on orders and advising customers as required.
• Preparing and updating the Order chase list for the morning Production meeting, so that the factory are aware of all confirmed despatch dates given to customers.
• Dealing with customer complaints regarding delivery of orders i.e. incorrect items, damaged goods, missing parts etc. and resolving them to an agreeable solution.
• To complete the non-conformance paperwork for a customer complaint with the agreed action and passing onto the factory.
• To check stock of replacement parts with the factory and order with the Production Planner if required.
• Recording all non-conformances onto the customer complaint database.
• Chasing completion of outstanding non-conformances through the factory.
• Filing all non-conformance paperwork after completion from the factory.
• Costing all of the non-conformances at the end of each month and completing graph analysis for Production/ Quality Manager.
• Emailing the completed database at the end of each month including costs to the BSI consultant for analysis.
• Help the Sales department by dealing with sales calls and enquires during busy periods or when covering holidays and sickness.

The Person will need;

• This person would need to be polite, organised, assertive and have previous sales and customer service experience including handling difficult customers from time to time.
• To be articulate and well organised and have the ability to manage their own time in an effective manner.
• To be a good team player and to encourage co-operation between all departments.