Consumer Service Advisor

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

Job summary

Berry Recruitment Ltd in Banbury, England, is seeking a motivated Consumer Service Advisor to handle high-volume queries, orders and deliveries for our client.

You will work with CRM systems (Salesforce), Excel, and SAP knowledge, supporting logistics, drop-ship, returns and performance reporting.

Qualifications

• Higher Education Certificate in IT/Customer Services.
• Proven track record in a similar position.
• Experience with databases, information systems or data processing.
• Knowledge of Microsoft Excel and other MS Office apps.
• Knowledge of SAP is an advantage.
• Experience with 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.

Responsibilities

• Responds to a high volume of consumer queries via inbound calls, email and retailer review platforms.
• Follows through to resolution, originating outbound calls as required.
• Handles and responds to complaints in line with policy.
• Maintains records, inputs orders, and monitors supply issues.
• Investigates queries or refunds and escalates when needed.
• Develops knowledge of full product range.
• Processes orders for Keter sister companies.
• Coordinates Drop Ship activities with warehouses, carriers and service providers.
• Monitors delivery performance and proof of delivery.
• Investigates delivery failures and transport issues.
• Processes collections, returns and replacement orders.
• Updates retailer, customer and carrier portals.
• Maintains Salesforce records and case management.
• Supports stock availability checks and inventory inquiries.
• Supports installation administration activities where applicable.

Skills

Customer service

Salesforce

Excel

CRM systems

Retail / logistics knowledge

Education

Higher Education Certificate in IT/Customer Services

Tools

SAP

Order management systems

Job description

Consumer Service Advisor (Oxford) Banbury, England

Salary: GBP25000 - GBP27000 per annum

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

Role:Consumer Service Advisor

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!