Consumer Service & Delivery Support Specialist

Berry Recruitment Group; Cherwell District; Sur place; GBP 25 000 - 27 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Data processing

MS Excel

CRM systems

Logistics knowledge

Formation

Higher Education Certificate in IT/Customer Services

Outils

SAP

Salesforce

Description du poste

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.