Customer Experience Advisor

Winberry; Tredegar; Sur place; GBP 29 000 - 32 000; Plein temps

Résumé du poste

Winberry in Tredegar is seeking a Customer Experience Advisor to deliver excellent service from enquiry through to delivery. You’ll handle customer enquiries, process orders, provide product and delivery information, and coordinate with internal teams.

This permanent, full-time role is 37.5 hours per week with a salary of £29,000–£32,000 depending on experience. A proactive, customer-focused approach and strong IT/CRM skills are required; access to your own transport is essential due to the site

Qualifications

• Previous customer service or sales support experience.
• Excellent communication and accuracy.
• Access to own transport is essential due to Tredegar location.

Responsabilités

• Handle customer enquiries by phone, email and digital channels.
• Process orders accurately, check product codes, quantities and delivery details.
• Provide accurate information on products, stock, lead times and deliveries.
• Liaise with Production, Planning, Warehouse and Logistics to ensure smooth orders and deliveries.
• Coordinate delivery schedules and customer bookings.
• Handle customer queries, complaints and credit requests, escalating as needed.
• Maintain customer records in the CRM system and support the wider Sales team.
• Manage the product sample service, including processing requests and dispatch.
• Develop relationships and identify upsell/cross-sell opportunities.
• Build product knowledge to give accurate technical information.
• Support continuous improvement and product development initiatives.

Connaissances

Communication

Interpersonal skills

Attention to detail

Administrative skills

Numerical skills

Customer-focused

Proactive problem-solving

Multitasking

IT/CRM skills

Upselling / cross-selling

Outils

CRM system

Description du poste

Customer Experience Advisor

Salary: £29,000 – £32,000 depending on experience

Hours: 37.5 hours per week (Fleixble between 7.30am - 6pm)

Location: Tredegar

Permanent, full-time

The Role

We are looking for a Customer Experience Advisor to join a successful, design-led business in Tredegar and play a key role in delivering an excellent customer experience.

You’ll be responsible for managing customer enquiries and orders, providing accurate product and delivery information, coordinating with internal teams and ensuring customers receive a professional and reliable service from enquiry through to delivery.

Please note: Due to the location of the site in Tredegar, access to your own transport is essential.

Key Responsibilities

• Manage customer enquiries by phone, email and digital channels, providing professional and helpful support.
• Process customer orders accurately, checking product codes, quantities and delivery details.
• Provide customers with accurate information on products, stock availability, lead times and deliveries.
• Liaise with Production, Planning, Warehouse and Logistics teams to ensure orders and deliveries run smoothly.
• Coordinate delivery schedules, customer bookings and specific delivery requirements.
• Handle customer queries, complaints and credit requests, escalating issues where appropriate.
• Maintain accurate customer records and information on the CRM system, supporting the wider Sales team.
• Manage the product sample service, including processing requests, preparing samples and arranging dispatch.
• Develop strong customer relationships while identifying appropriate upselling and cross-selling opportunities.
• Build product knowledge and provide customers with accurate product and technical information.
• Contribute to continuous improvement and product development initiatives.
• Work collaboratively with colleagues and carry out other reasonable duties as required.

About You

We're looking for someone with previous customer service, customer experience, sales support or similar experience, who takes pride in delivering a high standard of service.

You’ll need:

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Good administrative and numerical skills.
• A professional, confident and customer-focused approach.
• A proactive, solution-focused attitude.
• The ability to manage multiple priorities and work effectively with different teams.
• Good IT/CRM skills.
• A commercial mindset with the confidence to identify opportunities to upsell and cross-sell.

The Package

• £29,000 – £32,000 salary, depending on experience
• 37.5 hours per week
• Permanent, full-time position
• Opportunity to join an established, design-led business
• Varied role working across Customer Service, Sales, Production and Logistics