Customer Experience & Solutions Advisor

Cromwell Group (Holdings) Ltd; United Kingdom; On-site; GBP 22,000 - 32,000; Full time

Job summary

Cromwell Group (Holdings) Ltd is seeking a proactive Customer Service representative to deliver excellent service and drive customer loyalty. You will liaise across the branch network, sales teams and suppliers, handling inquiries, quotes and orders with accuracy and professionalism.

The role involves upselling products, managing backorders, and updating customer details in the system, while adhering to SLAs and data protection requirements. A solid customer service background is essential.

Qualifications

• Previous customer service experience is required.
• Basic sales skills preferred.
• Planning, time management and organisational ability including multi-tasking.
• Proficient in Microsoft Office applications.
• SalesForce and NiceIn Contact preferred; training will be provided.
• Industry product knowledge useful but not essential.
• Flexibility and adaptability.
• Strong business and interpersonal communication skills.

Responsibilities

• Provide remarkable customer service that drives repeat business through superior communication.
• Resolve customer issues promptly and accurately, liaising between customers, branch network, sales teams and suppliers.
• Ensure pricing quotations are consistent, competitive and profitable within SLAs.
• Upsell Cromwell products and participate in product promotions.
• Progress quotes with customers and record outcomes according to procedures.
• Handle customer enquiries on applications, products, stock, invoices, returns and general questions.
• Coordinate new account openings, catalogue requests and update contact details in the system.
• Inform customers of stock levels/backorders and advise on substitutes or alternatives.
• Notify customers if their account is on stop and resolve issues with Credit Control when needed.
• Process payments and refunds for card orders in compliance with PCI and GDPR.
• Ensure customer complaints are resolved promptly following guidelines.
• Maintain accurate records and comply with data protection requirements.
• Maintain effective communication across all levels of customer services.

Skills

Customer service experience

Sales skills

Time management

MS Office

SalesForce/NiceInContact

Industry knowledge

Flexibility

Interpersonal skills

Tools

Salesforce

NiceInContact

Job description

Cromwell Group (Holdings) Ltd is seeking a proactive Customer Service representative to deliver excellent service and drive customer loyalty. You will liaise across the branch network, sales teams and suppliers, handling inquiries, quotes and orders with accuracy and professionalism.

The role involves upselling products, managing backorders, and updating customer details in the system, while adhering to SLAs and data protection requirements. A solid customer service background is essential.