Customer Service Advisor

Scolmore Group; Coton Farm; Remote; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Option to purchase up to 5 extra days'

Health Cashback Plan

Pension Scheme

Life Assurance

Free Parking

Job summary

Scolmore Group in Tamworth is seeking a Customer Service Advisor to join our Head Office, working 9:30am–5:30pm. The role acts as the key link between customers, the sales team and internal departments to ensure a seamless service and strong relationships.

Responsibilities include monitoring orders and deliveries, handling calls and emails, processing orders in Sage ERP, preparing quotations and coordinating with other departments for stock and reworks.

Qualifications

• Essential customer service skills with a professional approach.
• Ability to handle challenging interactions calmly and professionally.
• Proactive, resourceful and able to solve issues as they arise.
• Capable of working well in a team and independently with good prioritisation.
• Accurate, organised and efficient in daily tasks.
• Strong time management to meet deadlines and standards.

Responsibilities

• Monitor orders, deliveries and service levels; maintain relationships.
• Handle calls and enquiries from customers and sales teams.
• Process online and email orders in Sage ERP and internal systems.
• Prepare customer quotations and provide product information.
• Manage designated sales areas and assist Area Sales Managers.
• Respond to overflow calls and email enquiries as needed.
• Upload and file paperwork in the archive system.
• Coordinate with departments for stock reworks and online ordering.
• Track deliveries and obtain proof of delivery with carriers.
• Keep customer contact details accurate and up to date.

Skills

Customer service

Time management

Teamwork

Problem solving

Communication

Organisational skills

Education

GCSE English

Customer Service NVQ (Level 2+)

Tools

Sage ERP

Microsoft Word

Microsoft Outlook

Microsoft Excel

Job description

Looking for an opportunity where you can make a real difference to the customer experience every day? An exciting opportunity has arisen for a Customer Service Advisor to join our Customer Service Department, supporting the efficient delivery of customer service and operational activities. Acting as a key link between customers, the sales team, and internal departments, the role is focused on delivering a seamless customer experience, maintaining strong customer relationships, and supporting the smooth day-to-day operation of the business. This is an office based role at our head office in Tamworth, working 9:30am - 5:30pm.

Key Responsibilities

• Monitoring key account orders, deliveries and service levels; building strong customer relationships; making courtesy calls; and resolving issues promptly
• Overseeing forward orders, call-offs and projects for assigned customers
• Handling calls and enquiries from customers, the external sales team and the general public
• Processing online and email orders using Sage ERP and in-house systems
• Preparing customer quotations
• Providing product part numbers and basic technical information
• Managing two to four designated sales areas, supporting customers and Area Sales Managers
• Answering overflow calls from the switchboard
• Responding to email enquiries
• Uploading and filing paperwork in the archive system
• Processing sample requests and internal stock picks
• Coordinating with other departments to arrange rework of bespoke stock
• Setting up customer accounts for online ordering
• Liaising with carriers, tracking deliveries and obtaining proof of delivery
• Ensure all customer contact details accurate and up to date

Skills & Experience

Essential

• Personable and approachable, with excellent customer service skills and a commitment to delivering a consistently high standard of personal service
• Able to handle challenging customer interactions while remaining calm and professional
• Proactive and resourceful in identifying effective solutions to issues as they arise
• Able to work effectively both as part of a team and independently, managing workload and priorities efficiently
• Consistently accurate, organised and efficient
• Demonstrate excellent time management skills, effectively prioritising tasks and managing competing customer needs to meet deadlines and service standards.

Desirable

• Basic proficiency in Microsoft Word, Outlook and Excel; experience with Sage or similar ERP system is advantageous, although full training will be provided
• Previous experience within the wholesale, electrical, trade, or distribution sector

Education & Qualifications

• GCSEs (or equivalent) including English.
• Customer Service NVQ (Level 2 or above), or an equivalent recognised customer service qualification (desirable)

• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

Site Location: Scolmore House, Tamworth, B79 7UL