Customer Service

Archers Recruitment; Swindon; On-site; GBP 28,000 - 36,000; Full time

Job summary

Archers Recruitment in the United Kingdom is seeking a Customer Service professional to support customers and distributors by phone and email, focusing on order processing and data accuracy across UK and Ireland.

You will collaborate with Sales, Marketing and Supply Chain, respond to requests, update master data, handle claims, and assist with campaigns and CRM entries to grow market share.

Responsibilities

• Order Processing: Processing customer orders and ensuring data correctness (prices, delivery addresses, delivery dates) according to company processes.
• Customer Contact: Respond to customer requests via phone, email and live chat.
• Customer Master Data: Keep data updated in alignment with customer contracts.
• Claims Handling: Registration, solution, and corrective action in collaboration with QA.
• Sales/Marketing support & follow up: Proactive follow up on campaigns and product launches; preparation of leads in CRM; cooperation with distributors.

Job description

Purpose of the role

The Customer Service primary task is to support customers and distributors by phone and e-mail and provide the best possible service across markets. The CSC's main areas are:

• United Kingdom and Ireland
• In close cooperation with the external Sales Team, Marketing and Supply Chain to ensure a high standard of quality customer service.
• Order processing with focus on the customers need, yet within the processes/agreements made by the company.
• Support and follow up on marketing/external sales initiatives to expand the market share.
• To contribute with good team spirit helping across markets and tasks within the Customer Service area

Key responsibilities

Order Processing

• Processing customer orders
• Make sure data is correct & according to company processes. (Prices, delivery addresses, delivery dates etc.)
• Close cooperation with supply chain & distribution tracking performance

Customer Contact

• Respond to customer requests.
• Customer guidance to solution (phone, mail, live chat)

Customer Master Data

• Keep data updated and in alignment with customer contracts.

Claims Handling

• Claims handling (registration, solution, corrective action)
• Ongoing corrective actions in cooperation with QA dept.

Sales/Marketing support & follow up

• Proactive follow up on Campaigns and product launches.
• Preparation of leads and requests generated from website in CRM.
• Cooperation with distributors to keep websites updated.
• Work closely with Area Sales Manager to increase spend and support to Distributors.

Personal Competencies:

• Customer Service mindset
• Team oriented
• Organisational Skills and able to multi-task
• Able to work alone & stay motivated.
• Pro-Active
• Problem solver
• Flexible
• Confident and Professional Telephone Manner

Professional Competencies:

• Documented experience within Sales/Customer Service

Languages:

• English in writing and speech (Proficient/Fluent)
• Other languages are an advantage but not required.

IT skills:

• Microsoft Office
• CRM System
• ERP System

Stakeholders/frequent cooperation with:

• Customer Service
• Sales/Marketing
• Supply chain

Working hours:

Mon - Thu: 9am - 5pm

Fri: 8.30 - 4pm