Customer Advisor

Unipart Group; Doncaster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading supply chain services provider is seeking an experienced Customer Support Manager for their Doncaster site. This role involves managing customer relationship activities and delivering exceptional service. Candidates should have strong customer service skills, a good understanding of SAP, and the ability to work to deadlines. The position offers a competitive salary and comprehensive benefits including employee assistance programs and health initiatives.

Benefits

Competitive salary

Pension provisions

25 Days of Holiday

Employee Assistance Programme

Health and Wellbeing Initiatives

Discounts from retailers

Recognition events

Free on-site parking

Qualifications

• Customer Service experience within a transactional environment.
• Good working knowledge of SAP required.
• Ability to work to targets and deadlines efficiently.

Responsibilities

• Manage general customer queries and order processing.
• Ensure customer satisfaction through effective service.
• Proactive management of customer-identified spares.

Skills

Customer service skills

Communication skills

Interpersonal skills

Team player

Organisational skills

Problem resolution

Tools

SAP

Google software packages

Job description

Job Advert

Unipart is a supply chain performance improvement partner. We design, make, move, and improve components in our customers' supply chains, keeping their operations and assets moving and working better for longer.

Through our commitment to continuously driving operational efficiencies, we improve performance—saving time, cost, and carbon.

We are seeking an enthusiastic and experienced Customer Support Manager to work at our Doncaster site.

Benefits

• Competitive salary
• Pension and death in service provisions for employees in pension scheme
• 25 Days Hols (plus Bank Holidays)
• Employee Assistance Programme (EAP)
• Health and Wellbeing Initiatives
• Employee offers and discounts from various retailers
• Recognition events and rewards
• Free on-site car parking

Main Purpose of the Role

Reporting to the Senior Customer Advisor, the purpose of the Customer Support Manager role is to manage all transactional activities associated with customer relationship management and to provide exceptional customer service to Unipart Rail’s customers. The role requires cross-functional working with teams across the business to resolve customer issues within agreed SLAs, managing customer enquiries received via the website or e-commerce system, dealing with complaints professionally, and supporting the delivery of budgeted sales, service level, and performance targets, in line with Unipart Rail’s Customer Engagement System.

The role is predominantly reactive to customer demands. Decision making is limited to that detailed within the relevant business processes; outside of this, direction is provided by the Head of Customer Support.

Skills & Analysis

The nature of the role is varied; good customer knowledge and some market understanding are required, as well as the ability to work on the basis of self-initiative. Excellent customer service skills with high levels of communication and interpersonal skills and a good understanding of customer engagement are essential.

A good working knowledge of SAP is required, along with good IT knowledge. Basic knowledge of commercial terms and conditions is also necessary.

The ability to work to targets and deadlines efficiently is important. A collaborative approach to customer engagement is required.

Experience & Proven Ability Required

• Customer Service experience within a transactional environment
• IT literate with good knowledge of Google software packages
• Excellent communication/interpersonal skills
• Strong team player
• Good organisational and time-management skills
• Able to work to deadlines and deliver sustained problem resolution
• Ability to identify process failures and suggest solutions to resolve and prevent re-occurrence
• Good working knowledge of SAP

Duties & Key Responsibilities

• General customer queries, order processing / order book management, price, and delivery process
• Undertake any other customer service activities necessary to achieve customer satisfaction
• Proactive management of stopped / restricted vehicles and customer-identified spares (critical and service quality)
• Transactional management of reports – imminent failures and potential back orders

As a valued employee of Unipart Rail, you can look forward to a varied and rewarding career with a company that holds the Investors in People accreditation and also world-class status in employee engagement.

Strictly no agencies, and we ask that agencies refrain from making contact with any of our colleagues and that no CVs are submitted to staff across the business. Any CVs sent will be at your own risk. We reserve the right to engage with candidates directly without, in any way, breaching your company’s Terms and Conditions.