Customer Service Advisor

KINAXIA; Colchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor to enhance their team in Colchester. This role emphasizes delivering exceptional customer service and maintaining effective relationships with clients. You will utilize CRM systems to manage customer queries and complaints efficiently while adhering to company policies. This position offers a supportive environment with opportunities for training and development, ensuring you can grow your skills while contributing to a world-class service experience. Join a company that values its employees and recognizes loyalty through various awards and benefits.

Benefits

Life assurance

Pension

Full Uniform and PPE

Onsite Parking

Cycle to work scheme

Loyalty Awards

Employee benefits and discounts

Qualifications

• Experience in customer service, preferably in transport and warehousing.
• Proficiency in CRM systems and software management.

Responsibilities

• Provide and promote a professional, customer-focused service.
• Manage customer complaints and ensure timely resolution.

Skills

Customer query handling

Building and maintaining relationships

Effective communication

CRM systems knowledge

Transport and warehousing experience

Tools

Sage

Stirling

Contrado

Job description

cAMMACK tRANSPORT are recruiting a Customer Service Advisor to join their team at their site in cOLCHESTER. The role of the Customer Service Advisor will be to provide and promote a professional, customer-focused service to ensure that the needs of customers are being satisfied and a world-class service is being delivered and promoted across the Company.

• Monday - Friday
• 40 hours per week
• Additional benefits:
• Life assurance
• Pension
• Exceptional fleet
• Opportunity for training and development (CPC training)
• Full Uniform and PPE
• Onsite Parking
• Cycle to work scheme
• Loyalty Awards (recognises employees with 5, 10, 20, 30 and 40 years’ service)
• Employee benefits and discounts across a range of top brands (including shopping, travel, motoring and days out)

About the job:

• Utilise the CRM system to collate records of discussions or correspondence and to track customer complaint resolution to ensure all queries, including complex and escalated issues, are managed effectively and efficiently and customers are kept updated.
• Adhere to agreed customer service standards, service level agreements, policies and procedures across all customer service functions, and deal with queries promptly and appropriately by verifying understanding, answering questions and offering assistance to increase efficiency and service levels.
• Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of company performance standards and business objectives.
• Adhere to all HR, GDPR and Health & safety policies to ensure the Company are fully compliant.
• Oversee booking in of delivery times and follow up on timed deliveries, taking action where necessary to ensure customers are notified of any potential service failures.
• Provide quotes to customers in line with agreed schedules and input this data into Stirling to ensure accurate data is being maintained.

Additional requirements:

• Transport and warehousing experience preferable
• Knowledge of CRM systems, preferably Sage
• Knowledge of software management systems including Stirling and Contrado
• Understanding of product and pricing schedules
• Effective customer query handling
• Building and maintaining effective relationships internally and externally
• Customer account management
• Full utilization of CRM systems
• Proficiency in using software management systems