Consumer Service Advisor

Berry Recruitment Group; Cherwell District; On-site; GBP 25,000 - 27,000; Full time

Job summary

Berry Recruitment Group in Banbury is seeking a committed Consumer Service Advisor to join a busy team. You will respond to high volumes of consumer queries via inbound calls, email and retailer review platforms, and you will process orders and coordinate ship-and-return activities.

You should have a Higher Education Certificate in IT or Customer Services, a proven track record in a similar role, and experience with Salesforce or similar CRM systems.

Qualifications

• Higher Education Certificate in IT/Customer Services.
• Proven track record in a similar position.
• Experience in database management, information systems or data processing.
• Knowledge of Microsoft Excel and other MS Office Applications.
• Knowledge in SAP is an advantage.
• Experience using Salesforce or similar CRM systems.
• Experience within Home Delivery, Logistics, Supply Chain, Retail or Consumer Goods environments.
• Knowledge of retailer portals, order management systems, and fulfilment processes.

Responsibilities

• Responds to a high volume of consumer queries in respect of product information, working to call targets for inbound calls, email and retailer review platforms.
• Follows through to resolution, carrying out outbound calls to end customers as and when required.
• Handles and responds to all complaints received in an appropriate manner and in line with Keter complaints policy.
• Maintains accurate records inputting orders, monitoring and reporting on supply issues.
• Investigates queries and or refunds. Escalates when appropriate.
• Develops a vast knowledge of the full product range.
• Processes orders on behalf of our Keter sister companies.
• Coordinates Drop Ship activities with warehouses, carriers and third-party service providers.
• Monitors delivery performance, proof of delivery information, and delivery exceptions.
• Investigates delivery failures, transport-related issues and delivery queries through to resolution.
• Processes and coordinates collections, returns and replacement orders.
• Updates and maintains retailer, customer and carrier portals.
• Maintains Salesforce records and case management activities.
• Supports stock availability checks and inventory-related customer enquiries.
• Supports installation administration activities where applicable.

Skills

Customer service

Data processing

MS Excel

CRM systems

Logistics knowledge

Education

Higher Education Certificate in IT/Customer Services

Tools

SAP

Salesforce

Job description

Berry Recruitment are NOW hiring for a committed and experienced Consumer Service Advisor to work for a company in Banbury

Role: Consumer Service Advisor

Salary: £25,000 - £27,000 per Annum

Location: Banbury

Key Responsibilities of the Consumer Service Advisor:

• Responds to a high volume of consumer queries in respect of product information, working to call targets for inbound calls, email and retailer review platforms.
• Follows through to resolution, carrying out outbound calls to end customers as and when required.
• Handles and responds to all complaints received in an appropriate manner and in line with Keter complaints policy.
• Maintains accurate records inputting orders, monitoring and reporting on supply issues.
• Investigates queries and or refunds. Escalates when appropriate.
• Develops a vast knowledge of the full product range.
• Processes orders on behalf of our Keter sister companies.
• Coordinates Drop Ship activities with warehouses, carriers and third-party service providers.
• Monitors delivery performance, proof of delivery information, and delivery exceptions.
• Investigates delivery failures, transport-related issues and delivery queries through to resolution.
• Processes and coordinates collections, returns and replacement orders.
• Updates and maintains retailer, customer and carrier portals.
• Maintains Salesforce records and case management activities.
• Supports stock availability checks and inventory-related customer enquiries.
• Supports installation administration activities where applicable.

About you:

• Higher Education Certificate in IT/Customer Services.
• Proven track record in a similar position.
• Relevant experience in database management, information systems or/and data processing.
• Knowledge of Microsoft Excel and good knowledge of other MS Office Applications.
• Knowledge in SAP is an advantage.
• A good command of Local Language, written, reading and speaking.
• Experience of using Salesforce or similar CRM systems.
• Experience within Home Delivery, Logistics, Supply Chain, Retail or Consumer Goods environments.
• Knowledge of retailer portals, order management systems, and fulfilment processes.
• Experience supporting operational reporting and performance tracking activities.

No candidate will meet every single desired qualification we have listed. If your experience looks a little different but you think you can role; value to the role, we'd love to learn more about you!'

We are committed to fair and inclusive recruitment. All applicants will be considered on the basis of their skills, experience, qualifications and ability to perform the role, and no applicant will be treated less favourably because of a protected characteristic under the Equality Act 2010.